Guest Relations Coord (PT-Evenings, Plano Heart Hosp)

About Us Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are We serve faithfully by doing what's right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. Benefits Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: Immediate eligibility for health and welfare benefits 401(k) savings plan with dollar-for-dollar match up to 5% Tuition Reimbursement PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level. Job Summary The Guest Relations Representative facilitates patient satisfaction by visiting with patients, providing or coordinating communication for non-English speaking and hearing impaired patients and addressing unmet needs. Essential Functions of the Role Facilitates patient satisfaction by visiting with patients to ensure patient's medical and non-medical needs are being met. Utilizes problem solving techniques following established policies and procedures in order to resolve patient complaints and concerns. Resolves immediate patient needs by contacting appropriate BSWH personnel and follow-up with complainant to ensure patient and/or guest satisfaction and provides input to Guest Relations management for new products and services based on feedback. Works with BSWH departmental personnel to offer help, concern and mercy to patient's and guest's concerns. Obtains patient and family feedback on services provided by BSWH. Documents and reports complaints, concerns and compliments to involved departments and administration. Assists patient and family with interpretation through American Sign Language, written translation and verbal language interpretation by using personal knowledge of interpretation and translation, arranging staff, volunteers and/or vendors to provide in-person communication by a credentialed interpreter, providing access to telephonic vendors, and utilizing conference calls through language line. Explains medical center policies and procedures and provides guest with general information about BSWH facilities. Provides in-service training on international patient protocol for BSWH physicians and staff. Provides scheduling, coordinating and conducting of campus tours for domestic and foreign visitors. Coordinates international patient to ensure they meet financial requirements and/or provide insurance coverage information through BSWH financial departments before treatments. Meets with international patients as needed to facilitate patient satisfaction. Rounds in the Emergency Department reception area and patient care areas to facilitate communication of policies and procedures of the Emergency Department, patient needs and provide good customer service. Key Success Factors Must have exceptional skills in conflict resolution and patient-centered communication. Must possess exceptional professionalism with customer communication. Ability to establish and maintain effective working relationships. Ability to focus on crucial patient and guest details. Proficiency with computers in the Microsoft Office suite of software desired. Must be able to multi-task in a fast-paced environment. Belonging Statement We believe that all people should feel welcomed, valued and supported. QUALIFICATIONS EDUCATION - Associate's or 2 years of work experience above the minimum qualification EXPERIENCE - 1 Year of Experience Preferrably in a healthcare setting Patient/Customer wayfinding experience a plus