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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

This position will work full time Monday thru Friday 8 am – 5pm.

Summary:

This role provides support to all departments in partnership with office of patient and guest relations (PGR). The emphasis is placed on delivering outstanding customer service and enhancing the patient experience. Responsible for integrating administrative and clerical duties, database management and participation in the receipt, review and resolution of patient feedback, including, but not limited to patient requests, complaints and grievances. The focus of this liaison is to meet the unique needs of the patients and families.

Responsibilities:

• Serves as initial point of contact and presents a welcoming and comfortable environment for customers, guests, and visitors.

• Responsible for coordinating activities of the PGR office including special projects as assigned by the Director of PGR.

• Responsible for intake of initial information regarding patient/family feedback and entering data into the patient feedback tracking system in a timely and accurate fashion.

• Greets patients and visitors in-person or by telephone, answers and/or directs inquiries to appropriate personnel while ensuring the satisfaction of providers and patients through positive interactions.

• Continually keeps the leaders of PGR informed of new developments.

• Collaborates with other PGR staff and/or other departments as needed to create reports from the patient feedback tracking system.

• Provides information related to overall patient and staff questions. Requires the ability to multi-task and strong interpersonal/customer service skills.

• Provide patient and guest relations support for inpatient units, outpatient areas, Emergency Department, and ambulatory services, ensuring exceptional experience and service coordination across all care settings

• Other duties as assigned to support the unit, department, entity, and health system organization.

• Works in collaboration with all members of the healthcare team

• Reports findings to nurse concerning the patient and or family which may impact patient care

• Other duties as assigned to support the unit, department, entity, and health system organization

Education or Equivalent Experience:

+ H.S. Diploma/GED (Required)

+ 3+ years Direct Customer Service experience 1+ years Experience providing administrative support preferred

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Salary Range:

$19.01 - $30.29/Hourly

As part of their job offer, successful candidates are provided a specific rate, taking into consideration various factors including experience and education.

Click here (https://www.uphshrandyou.com/public/welcome) for information on UPHS’s Benefits.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 299936