Patient Family Svcs Associate

Job Summary

Patient Family Services Associates provide resources to patients, family members and guests in the hospital and other campus buildings. They manage the surgical department check-in process and provide information to families during the perioperative process. At Welcome (information) desks they provide room numbers, directions and assist guests as needed. They personally escort patients/family members via wheelchair to destinations as appropriate.

Patient Family Services Associates also work to assure spaces are clean, tidy and organized.

Essential Functions

• Present an excellent first impression to all customers by greeting promptly with a warm and friendly reception.
• Provide Hospital wayfinding for patients and visitors.
• Support patient, family, guest information needs, including appropriate hospital resources to assist in problem resolution.
• Maintain a clean and tidy workspace.
• Always maintain professionalism and diplomacy, following specific standards as defined in the department professionalism policy.
• Perform Service Recovery and conflict resolution for unhappy guests. Work with Service Excellence to support positive outcomes and resolution to customer needs.
• Surgical areas: Provide liaison activities between the clinical staff and the patient companions. Problem solves, assist with communication as appropriate. Apply wristbands to patients utilizing patient identification procedure to assure accuracy. Enter text page phone numbers for family members to be updated throughout the surgical procedure. Prepare patient charts. Review/obtain/witness hospital consent forms, and Notice of Privacy Practices with patient/family, issue Medicare Letter as required by Government mandates. Seek support from Registration team as necessary to manage these tasks and answer questions.
• Welcome (Information) desks: Provide directions and patient room numbers to guests. Coordinate patient transportation needs, cab vouchers, etc. Work closely with volunteer staff and other hospital employees to provide support to patients, family members and other guests.
• Emergency Center: Round to all areas with focus on patients admitted 4+ hours. Provide liaison activities between the clinical staff and the patient companions. Problem solves, assist with communication as appropriate.
• Lost & Found: Identify lost items, perform thorough search for owner and return items as possible.
• Return items via pick-up or mail.
• After a month donating or dispose of items, per established policy based on item type, without an identified owner.
• Work with patients, families, guests and Corewell team members to locate lost items
• Log all items in the computerized tracking system and create reports monthly and as needed. Round on Inpatient units to gather lost items.

How Corewell Health cares for you  

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.  
• On-demand pay program powered by Payactiv  
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!  
• Optional identity theft protection, home and auto insurance, pet insurance  
• Traditional and Roth retirement options with service contribution and match savings  

Qualifications

Required

• High School Diploma or equivalent

• Completion of department-based training with demonstrated competence.

• Excellent customer service & communication skills required.
• Demonstrated problem solving, organization, judgment, diplomacy, multi-tasking skills are necessary. Must be proficient using Epic and Outlook (email).
• Must be able to push a patient/guest in a wheelchair.
• CRT-Basic Life Support (BLS) - AHA American Heart Association must be kept current Upon Hire

About Corewell Health  

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.  

Primary Location

SITE - Royal Oak Hospital - 3601 W 13 Mile Ro