Patient and Family Services Representatives create a family centered environment that ensures that as a family arrives at N/AIDHC to receive clinical care, a positive and inviting experience is provided. The Patient and Family Service Representative is often the first point of contact for community, patients and families and are integral in forming the first impression those stakeholders have of the organization.
Position Responsibilities
Welcome families entering the main lobby of the hospital building through staffing at the front desk (outpatient and atrium) and Welcome Center.
Completes inpatient visitor badging process to ensure patient and associate safety.
Keep families comfortable in Welcome Center, including during the bed assignment process, etc.
Provides and maintains information of services within and outside of the hospital including but not limited to mechanics, restaurants, hotels, etc.
Demonstrates excellent customer service and service recovery skills. Act in a supportive capacity to the Family Resource Center, particularly during evening and weekend hours.
Provide bedside admissions to families as assigned during normal business hours.
May include direct admissions, medical admits, transport and other patients going directly to an inpatient care unit.
Accurately and completely manages the inpatient admission process and at times may be called upon to orient the patient and family to the hospital, patient care unit, and room.
Support scheduling and wayfinding in ambulatory areas. Promotes an environment that values diversity, equity and inclusion.
