Under the general supervision, and following established policies, procedures, and professional guidelines, is responsible to the Manager of Patient Relations and Guest Services for providing "world class" service to all patients, visitors, physicians, and team members by creating an exceptional experience. This service includes interactions in a timely and professional manner with all. Demonstrates a "can do" attitude. Represents the hospital to create an exceptional experience by putting the customer first. This senior associate possesses strong, communication and conflict resolution skills to assist and/or resolve in real time minor escalations. Demonstrates a high level of productive communication between the patient/family member and the service team(s) where concerns originate. Proactively rounds on patients utilizing HURON rounding tool and provides immediate response when requested by department leadership to visit patients who are escalating and need quick de-escalation in house during non-Patient Relations hours. Exhibits flexibility in job responsibilities and hours of work. Performs Job duties as assigned in accordance with mission, vision, and values of Tampa General Hospital.
Essential Functions:
- Creates a high level of exceptional customer service and exhibits exemplary behaviors representing the TGH Values [Integrity, Compassion, Accountability, Excellence, and Courage] during all interactions with patients/guests, members of the care team, and all other external entities.
- Utilizes appropriate conflict management skills when approaching patient/guest/team member/physician.
- Exemplary communication skills to connect effectively with patients/guests, members of the care team, and all other external entities.
- Interacts with patients/guest and the inter-disciplinary department(s)to create positive outcomes by identifying opportunities for improvements to meet the needs of those we serve and seeks out opportunities to provide the highest level of service, trust recovery and escalation through the chain of command.
- Collaborates with service lines to plan, provide and promote a safe environment for patients/guests and/or team members.
- Demonstrates competency in all GSA roles and shows a willingness to shift responsibility and coverage based on department/organizational need.
- Promotes a positive image through a professional appearance and proficiency to be empathetic, tactful, and objective.
- Adheres to departmental ‘ANTICIPATE’ Standards of Behavior and performs duties according to established procedures and protocols.
- Acts within scope and communicates at all levels in an appropriate and supportive manner.
- Tangible results are achieved for patient/guest and/or team members by finding ways to meet requests using a "can do" attitude.
- Practices a questioning attitude and a high level of knowledge to meet the needs of patients/guests, members of the care team, and all other external entities.
- Supports formal leadership with flexibility of work schedules.
- When in Surgical/Procedural waiting areas, provides hourly rounds on waiting patients/guests to assess needs and provide service to ensure that they are not waiting for extended periods without information or updates.
- Documents rounds in the Huron Rounding tool.
- Promotes flexibility and follows directions when faced with crisis or in an all hands-on-deck situation requiring additional resources beyond everyday needs, i.e., disasters, unprecedented operational stressors.
- Navigates our patients/guests through TGH, including identification, providing resources for directions, and assisting with understanding TGH processes and operational standards of practice at main entry and in all surgical and procedural locations.
- Completes assignments and delegated responsibilities within established time frames.
- Performs other duties as assigned.
- Highschool Diploma or GED.
- Three (3) years of customer facing experience, with a minimum of one (1) year of resolving and/or deescalating customer minor concerns.
Technical Knowledge, Skills, and Abilities:
- Medical Terminology proficiency.
- Proficient in multiple software applications e.g.: Microsoft Office, EMR etc.
- Experience in managing and supporting customer service requests or escalations in a high-volume organization.
- Demonstrates professionalism with organizational service protocols and standards.
- Excellent written and verbal communication skills in English.
- Demonstrates excellent team collaboration skills.
- Proficient conflict resolution and de-escalation skills.
- Flexibility with ongoing organizational changes e.g.: schedule and assignment changes.