Patient Escort - Customer Service

Job Description

• Prioritizes tasks ensuring effective functioning of the area.
• Follows the chain of command in reporting incidents or concerns.
• Prioritizes workload and completes correspondence in a timely manner.
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
• Ensures a safe working environment through strict compliance with Hospital Policies and Procedures regarding safety, infection and security.
• Promotes incident and customer complaint reporting to improve patient and family care.
• Answers phone calls in a polite and cordial manner.
• Maintains proper telephone etiquette.
• Escorts patient upon admission and discharge as needed.
• Escorts patient within the hospital premises if the need arises.
• Assists with Information Desk duties as required.
• Collects and delivers lab samples as directed.
• Acts appropriately on assigned areas of duty.
• Assists patients in moving their luggage during admission to their assigned room and upon discharge.
• Answers patient’s queries regarding the location of hospital facilities.
• Maintains accurate knowledge of scheduled functions within the hospital to direct visitors to the correct locations.
• Answers assigned mobile within three (3) rings using correct greeting and telephone etiquette.
• Remains in assigned post position, maintaining correct posture.
• Monitors and maintains the appearance of the lobby and clinic waiting areas.
• Makes sure the wheelchairs are available near the information desk.
• Helps the patients/visitors if requested with loading/unloading luggage into and out of their vehicles.
• Assists disabled patients and visitors if requested into and out of their vehicles.
• Participates in staff meetings as assigned.
• Monitors and maintains tidiness and organization of all work areas.
• Complies with policies for personal and patient safety for the provision of healthcare-associated infections.
• Assists with maintaining the cleanliness of the waiting areas.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Reports equipment failure, safety and security issues, and or/reduction of supply inventory to the Patient Relations Supervisor/Coordinator.