Patient Guest Services Representative, Patient Experience, Bethesda East, FT, 8:30A - 5P

Responsible for building trusting relationships with patient/families. Manages patient/family compliments, complaints & concerns. Is a facilitator between patient/family, administration, staff, and physicians. Responsible for the collaboration with stakeholders across the organization to work towards an appropriate resolution. Servers as a link for process improvement through investigation findings. Provides professional and empathetic advocacy for patients/families. Accountable for accurate/detailed documentation. Investigates, provides feedback to appropriate leadership and ensures complex issues are resolved within established time frames. Responsible for communicating with all parties involved keeping patients/families informed. Projects a positive and helpful demeanor while advocating on behalf of the patient. Responsible for maintaining patient/family confidentiality. Presents and communicates with all levels of the organization. Navigate seamlessly between departments and divisions. Requires a self-directed individual with the ability to exercise independent critical/strategic judgment & thinking, and master problem-solving skills. An exceptional communicator who maintains a professional, calm, and empathetic demeanor while constructively addressing concerns from internal or external customers.
Estimated pay range for this position is $17.02 - $22.13 / hour depending on experience.

Degrees:
High School,Cert,GED,Trn,Exper

Additional Qualifications:
Must be self-directed with strong conflict-management and problem-solving skills. Requires a critical thinker who is able to work with minimal supervision. Professional demeanor, service, goal and detail-oriented, organized and compassionate. Excellent interpersonal and communication skills. Fully proficient in computer applications used in day-to-day functions. Ability to extract data and discover patterns in data sets. Preferred: Patient/Guest relations or social work background. Bilingual English/Spanish required.

Minimum Required Experience: