Guest Services Associate/Non-Clinical Patient Advocate will be responsible for serving as central resource for Guest Services at Methodist Hospitals. In a service excellence manner will be responsible for assisting with the daily operations of the guest services office, providing proactive guest services concern resolution support for all guests (patients, families, and visitors), support VERGE electronic reporting systems modules related to patient advocacy and patient experience, participates/serves on committees, work teams and process improvement teams that support and influence a culture of service.

PRINCIPLE DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

1. Coordinates timely response and appropriate intervention of guest concerns from all sources and communicates, as appropriate to the patient and family per the concern resolution process.
2. Leads the direct support for problem solving of patient and family concerns. Collaborates with leadership and staff to exceed patient and family expectations.
3. Participates on committees, work teams and process improvement teams that improve guest satisfaction and ensures patient rights and regulatory standards of compliance are met.
4. Ensures time-based reporting that provides appropriate documentation and data for all guest services advocacy/patient experience activity that meets internal and external requirements through VERGE for CMS, DOH, etc.
5. Assists with orientation and training of new employees as requested.
6. Performs other duties as needed and/or assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Exceptional interpersonal skills
• Professional demeanor and positive disposition
• Demonstrated leadership skills
• Demonstrated ability to communicate across cultures
• Advanced computer skills
• Advanced analytical skills
• Demonstrated support and mediation techniques

EDUCATION, EXPERIENCE, CERTIFICATIONS AND LICENSE

• 5 year of leadership/service experience in a hospital preferred.

• Previous Guest/Service Experience 2 years.

• Minimum 2 years experience with computer technology programs/systems.
• High School Diploma required.

MODEL OF CARE AND CONDUCT

Methodist Hospitals strives for excellence and insists on high standards of conduct and performance in everything we do. Our Model of Care and Conduct is designed to create a positive work environment which Methodist desires for all employees. This is foundational to the high level of patient, family and physician satisfaction we strive for each day. As part of all position’s duties at Methodist Hospitals, all employees are responsible to conduct themselves in accordance with the Model of Care and Conduct and will be evaluated according to these standards of behavior.