GENESIS HEALTHCARE SYSTEM
 

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. 

Position Details:

Work Shift:

Evening Shift (United States of America)

Scheduled Weekly Hours:

40

Department:

GCMC Patient Experience

Overview of Position:

Performs accurate high quality liaison services, direction, complaint intake and assistance with resolution. Provides general information to promote service excellence to physicians, staff, patients and other customers. Responsible for support to, but not limited to the Emergency Department, Surgery, Critical Care, Pavilion, HealthPlex, and front information desks.

ESSENTIAL DUTIES
1.    Maintains knowledge of system services, opportunities, programs and department locations to facilitate optimal customer experiences.
2.    Maintains the highest degree of professionalism and confidentiality at all times.
3.    Provides outstanding customer service to internal and external customers.  
4.    May provide assistance in areas of Patient Access using EPIC (electronic medical record system). 
5.    Demonstrates initiative and creativity to continuously improve services.
6.    Will facilitate appropriate detailed information to enable responsible staff to respond to patient/customer needs.
7.    Demonstrates knowledge of department-specific resources; special needs, advanced directives, etc.
8.    Conducts proactive hospital rounds, as assigned, as a part of the hospital wide performance improvement program.
9.    Performs other functions as assigned.

QUALIFICATIONS
1.    High school graduate or equivalent required.
2.    Excellent critical thinking, problem solving, interpersonal, communication, and decision-making skills.
3.    Ability to provide outstanding customer service and maintain a high degree of confidentiality.
4.    Demonstrated excellence with listening, verbal skills.
5.    Ability to work independently and under pressure in a complex and changing working environments.
6.    Familiar with system services and campus layout.
7.    Experience with computer software programs (Microsoft Office, etc.)

PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1.    Living the Genesis Mission, Vision and Values
• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience and understanding.
• Acts in a manner that creates positive first and lasting impressions.
• Demonstrates the ability to own issues until they are resolved.
2.    Patient Centered Care  (patients/families, physicians, co-workers, all other internal/external customers)
• Introduces self and role…connects with everyone.
• Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
• Asks for and anticipates needs and concerns of others.
• Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
• Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
• Responds to requests in an appropriate and timely manner.
• Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.
3.    Promotes Patient and Employee Safety 
• Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.) 
• Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)
• Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment
• Demonstrates Slips/Trips and Falls Awareness.
• Actively contributes to maintaining a safe, clean and quiet environment.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS
The physical