Global Health Guest Relations Rep Full Time Day shift

Job Summary

Provides fullservice international concierge program with the goal of achieving the highest level of service excellence for internal and external customers. Serves as liaison for all public relations initiatives identifying and executing all opportunities for promoting the department.

Job Specific Duties

• Ensures the coordination of care for international patients is delicate and nonstressful and facilitates requests for referring sources.
• Interacts on a daily basis with external groups international patients hospital staff and foreign payers to coordinate services for patients referred by these organizations.
• Ensures excellent customer service while interacting with and serving a culturally diverse international patient population.
• Successfully manages requests from patients families and physicians while maintaining department and hospital policies.
• Works cooperatively to resolve patient care and service issues. Possesses integrity and accountability in actions based on values consistent with the expectations of the hospitals culture.
• Responsible for ensuring all needs of the patient and family are met throughout their visit; fosters a warm and caring environment for guests transitioning to the hospital.
• Interacts cooperatively and constructively with internal/external customers including coworkers medical staff payer representatives patients families air ambulance providers & other vendors.
• Develops and executes hospitality products including transportation arrangements accommodations translation services visa assistance general orientation and personalized services.
• Documents tracks and prepares reports detailing all patient visits to department. Follows up with patients postconsult or postdischarge and documents any patient issues or concerns.
• Develops strong relationships with physicians and staff to ensure the consistency of client experience throughout the continuum of care (including physician offices and other ancillary services).
• Answers incoming inquiries at main campus compile needed information and initiate new cases with staff.
• Works as a liaison between referral sources patients and families hospitals and physicians who contact the department for assistance with healthcare needs.
• Responds to electronic communication and telephone messages within 24 hours of receipt; communicates information regarding hospital services.
• Maintains objectivity and keeps lines of communication open between patients families and hospital staff.
• Reviews target goals priority questions and shares best practices with leader and hospital staff in reference to international patients.
• Orders & maintains office supplies. Submits work orders to maintain appropriate phone computer and equipment repair and services.
• Responsible for preventive maintenance of the Global Health House. Coordinates Plant Operations/Housekeeping support and submits work orders. Collaborates with NCHS staff and outside vendors.
• Responsible for setup and organization of the Global Health House to accommodate new guests. Greets visitors and provides orientation to amenities. Provides support to guests during stay.
• Responsible for adding and editing the oncall schedule for Global Health Representatives in NCH Portal.
  
  

Minimum Job Requirements

• Proficiency in oral and written English and one additional language (Spanish Arabic or other)
  35 years experience in the healthcare field with proven hospitality/customer service and training
  24 years related healthcare/customer service experience (physician office patient financial patient registration insurance authorization guest relations etc.

Knowledge Skills and Abilities

• Bachelors degree preferred.
• Ability to handle multiple tasks in a dynamic fastpaced environment and work in a team environment.
• Knowledge of healthcare delivery systems.
• The ability to effectively communicate with people in stressful situations.
• Possess a positive attitude polished appearance genuine and confident demeanor.
• Ability to make appropriate judgments to resolve issues proactively.
• Ability to work within a multicultural environment and with a diverse customer base.
• Strong organizational skills and analytical capabilities.
• Ability to work autonomously.
• Excellent verbal written and interpersonal communication with cultural sensitivity.
• Ability to problem solve to formulate a plan of action.
• Ability to adapt communication style and tone to fit situations and audience.
• Possess positive attitude behavior and interpersonal skill.
• Problem solving skills in order to respond to internal and external customer needs and expectations.
• Customer service oriented.
• Knowledgeable and culturally sensitive professional.
• Excellent computer skills including Microsoft Office Products (Word Excel PowerPoint) and knowledge of patient information systems.