Provides a resource for families and visitors in the Surgical Lounge. Assist families in obtaining information about surgical patients during the perioperative period. Provide direction for visitors who need assistance. Uses specific age, culture and religious considerations when interacting with patients, families and significant others. Acts as a liaison for family and friends in the waiting room while patients are in surgery. Updates family/significant other on patient status. Informs Surgical Services personnel of concerns voiced by the family/significant other. Assist with Service recovery, owns waiting room and works with Environmental services to ensure cleanliness of waiting rooms.
Diffuse conflict using good judgement to resolve a multitude of emotional experiences ranging from anger to frustration. Intervene to assure patient/family safety and comfort when necessary. Excellent interpersonal skills. Ability to demonstrate customer service standards and behaviors in all aspects of job performance. Superior customer service skills. Maintain privacy, confidentiality and dignity of patients. Provide patients with clear explanations and adequate information regarding care and treatment. Respond to patient's/families requests quickly. Reinforces hospital service recovery program and identifies recovery opportunities. Ability to multitask is essential in this role.
Requires High School Diploma and previous demonstrated customer service experience. Service Excellence Certification is preferred.
AB 4 Paygrade. Part-time, 4 and 8 hour shifts. Afternoon shift opportunities, 20 hours per week.