Guest Relations-Emergency Department/Trauma

Unitypoint Health Cedar Rapids , IA 52402

Posted 3 months ago



The Emergency Department Guest Relations Specialist coordinates Emergency Department customer satisfaction efforts under the supervision of the Director of Emergency Services. The Guest Relations Specialist creates an environment of services excellence through positive interactions with patients, their families, physicians, and hospital staff. Through the use of AIDET, the Emergency Department Guest Relation Specialist addresses all patient/customer concerns in a proactive and timely manner. The Guest Relations Specialist functions as a primary source of information regarding delays and patient flow, promotes a "guest first" culture through role modeling outstanding customer services skills and attitude, consults with Emergency Room Staff, physicians, and provides leadership on innovative approaches to providing an excellent patient experience and advocating patient rights. The Guest Relations Specialist will provide leadership of guest concerns and service defects.



  • The associate is aware of hospital and department compliance for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of department or hospital administrative staff.

  • Purposefully conducts all aspects of the job in an ethical manner in support of the hospital's commitment to ethical behavior in all areas of personal and professional activity.

  • Successfully completes hospital-wide orientation, annual hospital competencies and unit specific competencies.

  • For the safety of our patients and co-workers, St. Luke's Hospital requires seasonal and job related vaccinations. This is reviewed regularly during periodic health assessments.

  • Proactively interact with patients and family members during all stages of ER visit to ensure a positive Emergency Room experience, including answering questions, coordinating the flow of information, and identifying concerns of patients and family members.

  • Assist with comfort and hospitality measures (i.e. food/beverage to patients and family, blankets, ice, wheelchairs, magazines, etc.) to create a positive waiting room and treatment area experience.

  • Resolve all Emergency Department patient and family member concerns (via phone, in writing, and/or in person) and secure involvement of appropriate personnel.

  • Utilize system Service Recovery tools and policies to respond to negative experiences in proactive and appropriate manner.

  • Provides clear, concise, accurate directions, demonstrates familiarity with all physical aspects of St. Luke's facilities and is able to correctly direct or assist patients to desired locations.

  • Facilitates patient escort services to patients and maintains patient's interest at all times.

  • Provides timely communication concerning flow of patients and/or trends which have or may have an effect on patient relations.

  • Ensures complete documentation of all activities pertaining to patient relations.

  • Ensures the highest standards of patient confidentiality.

  • Attends educational offerings by the hospital related to customer service, guest relations, department changes or technical skills for personal development.

  • Is aware of hospital and department compliance requirements for federally funded healthcare program (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of department of hospital administrative staff.

  • Purposefully conducts all aspects of the job in an ethical manner in support of the hospital's commitment to ethical behavior in all areas of personal and professional activity.

  • Provides a wide variety of information about community service and locations (e.g. hotels, community resources).

  • Orients and oversees ED Triage Volunteers and Patient/Family Ambassador Volunteers.

  • Generates reports and distributes as assigned.

  • Performs other job-related duties as assigned.




  • Writes, reads, comprehends and speaks fluent English.


  • Must possess excellent customer relations skills and have experience interacting with a variety of visitors, staff, physicians, patients, vendors and other public coming into St. Luke's ED. Must have high school diploma with 2 years of formal education preferred. Must possess excellent customer relation skills and critical thinking skills. Experience with computer systems required. Medical terminology preferred.
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Guest Relations-Emergency Department/Trauma

Unitypoint Health