Patient and Guest Relations Svcs Coordinator

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 lifes work?

Summary:

The Patient and Guest Relations Services Coordinator performs highly responsible and diversified duties for the Director of Patient Relations and Customer Services. The employee provides direct support to the Patient and Guest Relations Department and several related committees with respect to meeting logistics and information/document support; processes agreements and other documentation; provides regular communication with division leadership, staff, and other third parties, as required; undertakes assignments identified from time to time by the Director; handles routine and non-routine administrative matters exercising good judgment and confidentiality in accordance with hospital policies and procedures.

Responsibilities:

Organizing and maintaining paper and electronic document files and records, including meeting minutes and agendas, billing and invoicing.Preparing, reviewing, processing, filing, posting and distributing Guest Relations schedules, committee meeting agendas, meeting materials and presentations, meeting minutes.Schedules and organizes meetings, departmental activities; maintains the Director’s calendars.Demonstrates a comprehensive knowledge of Word, Excel and PowerPoint. Types and designs general correspondence, memos, charts, graphs, Creates and develops visual presentations including monthly, quarterly and annual grievance and complaint data reports, monthly patient experience dashboards and weekly comment reports.Organizes and prioritizes check requests, PO requests, invoice payments and other forms of paperwork; handles confidential and non-routine information. Maintains standards of confidentiality.Provides general administrative, i.e., scheduling, typing, filing, mail services, copying, and copier support.Works independently and within a team on special and nonrecurring and ongoing projects as needed.Supports customer service and performance improvement goals of the department; collaborates with other staff, within and outside the Department, to develop means of enhancing efficiency and service.Screens telephone calls and visitors determining which requires the Director’s immediate attention. Answers questions, resolves problems, furnishes information or refers to an appropriate resource.Gathers copies and distributes materials for use at meetings. Identifies conflicts and initiates corrective action. Prioritizes requests for meetings with Director.Provides orientation and oversight of Guest Relations Volunteers; collaborates with Volunteer Manager and Coordinator on recruitment and communication w/ volunteers supporting Guest Relations Department.Daily management of calls to Patient and Guest Relations department and voicemails. Return all calls within one business day of receipt with acknowledgement of call and disposition of follow-up.Assists in responding to requests from patients and managing complaints real time within scope or directs/escalates to Patient Relations (PR) staff member for resolution. Logs initial information from caller into data feedback system.Assists in initiating acknowledgement letters utilizing template as directed by PR staff.Logs and prepares written response to compliments. Prepares acknowledgement to staff members recognized.Oversees Concierge Program as liaison to HUP access center staff member and local MD offices (contacting patient and mailing travel information as needed).Supports Guest Relations staff as needed with visitor management.Performs all duties in a professional and confidential manner maintaining a good rapport with all hospital personnel and general public.Maintains office equipment in good working order. Orders supplies as needed.

Education or Equivalent Experience:

Associate of Arts or Science (Required)

Education Specialization:Equivalent Experience:•Or Five (5) years secretarial experience plus five (5) additional years of experience in healthcare or business in lieu of degree•5 years Secretarial experience

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.

Live Your Lifes Work

We are an Equal Opportunity and Affirmative Action 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: 236684