Covid Vaccination is a requirement for employment at Jefferson for employees working at Jeffersonrsquo;s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

Job Summary:

Guest Relations Representativersquo;s primary responsibility is to deliver superior customer service to the patients, families and staff, who will go above and beyond expectations to create an exceptional patient experience by demonstrating Jeffersonrsquo;s Mission, Vision amp; Values. (These values are: Put People First, Be Bold amp; Think Differently and Do the Right Thing) This essential role in the Guest Relations department works diligently to make a positive first impression to all customers of Jefferson Health System by interacting in a warm, friendly and caring manner. Essential responsibilities include, but are not limited to, courteous assistance while receiving patients and visitors at the front desk, demonstrating professional phone etiquette with every caller, and safe and courteous patient transport and rounding within the hospital setting, and will provide a variety of vehicle transport services to patients and family members via patient and courtesy shuttles/wheelchair lift/ramp vans and assist with family gatherings. The Guest Relations Representative must keep a professional and uniformed appearance at all times while on duty.

Essential Responsibilities:

• Strong customer service skills/interpersonal interactions; project a positive, friendly demeanor in person as well as over the telephone; and to work effectively in a fast paced environment.
• Demonstrates the ability to: safeguard patient information and ensure privacy in accordance with HIPAA regulations; to communicate tactfully with patients, family members, visitors and staff; and to adapt to fluctuating situations in a professional manner
• Demonstrates the ability to calmly and courteously interact with individuals who are stressed, anxious or upset and exercises maturity and sound judgment in accommodating the needs of patients, families, visitors within reason and within hospital policies;
• Displays an appropriate sense of urgency in response to visitor requests and/or complaints and provides service recovery.
• Demonstrates exceptional verbal and interpersonal communication skills so as to be able to communicate comfortably and effectively with the diverse population groups served by Jefferson.
• Demonstrates a high degree of respect and caring, commitment to diversity, integrity, responsibility, teamwork and a commitment to excellence as outlined in behavior expectations incorporating Jeffersonrsquo;s Values.
• Must be willing to work a flexible schedule, including early mornings, evenings, weekends and holidays.
• Provides transportation for patients, families and staff, when needed. This includes transportation of driving the patient shuttle, to and from the airport, to and from appointments surrounding hospital admission, hotel, and outlying clinics. Arrange for transportation service when patient load demands additional assistance.
• Reads and follows all procedures as outlined and updated in the Front Desk Policies and Procedures Handbook saved to the Guest Relations SharePoint Site.
• Welcomes new patients as they enter the building and directs them to their room number as per the admissions report.
• Welcomes guests as they enter the building. Issues badges to visitors/vendors and provides assistance to those needing directions to a particular service, unit or conference room. Ensures visitors complete the sign-in logs and collect badges upon departure.
• Ensures volunteers sign-in and have their badge and issue meal tickets for volunteers.
• Assists with the transport of patients throughout the facility when needed and operates the elevator.
• Assists/accompanies family, guests, visitors, etc. to other areas of the hospital as needed.
• Provides assistance when needed to visitors as they exit their vehicle. Provides assistance with wheelchairs, if needed. Maintains the lobby wheelchair sign-out sheet and tracks location of lobby wheelchairs
• Ensures the safety and security of patients that they have the appropriate paperwork to exit the building for appointments and notes patientrsquo;s return; alerts appropriate departments in case of elopement attempts.
• Appropriately pages using the overhead system and completed rounds to locate party if no response.
• Is knowledgeable on how to call emergency codes using the telephone and code box systems.
• Displays an appropriate sense of urgency in response to visitor requests and/or complaints, and notifies supervisor immediately of situation.
• Demonstrates exceptional verbal, telephone and interpersonal communication skills so as to be able to communicate comfortably and effectively with the diverse population groups served by Jefferson.
• Answers incoming lines and connects calls to the appropriate department/person while safeguarding patient information and ensuring privacy in accordance with HIPAA regulations.
  • Follows all visitor restrictions notices and appropriately maintains and manages the visitor log.
  • Provides appropriate information pertaining to patients, such as visiting hours, room numbers and telephone extensions.
  • Overhead pages when appropriate.
• Monitors the activities nearby the front door and Main Lobby. Reports Security concerns to the EOC representative on duty.
• Contacts Purchasing or appropriate department to receive deliveries to the hospital at the rear door.
• Assists in maintaining the ldquo;lost and foundrdquo; and ldquo;patient belongingsrdquo;
• Maintains readiness for visitors/surveyors from state and national organizations who may arrive unannounced.
• Supports the mission of the Hospital.
• Demonstrates compassion and sensitivity in the treatment of patients, staff and visitors.
• Maintains confidentiality as an expression of respect for the privacy and dignity of each person.
• Demonstrates knowledge and compliance with the Hospital Safety and Infection Control Policies and the Patient Safety Program.
  • Helps to provide a safe environment for all patients, staff and visitors.
  • Completes mandatory in-service education programs as required.
  • Adheres to the hospital PPD and flu vaccination policy.
  • Promotes good working relationships among staff and between departments and disciplines.

• Must have High school diploma or equivalent (GED).
• Bilingual preferred.
• Valid driverrsquo;s license and driving record that has no infractions is required.
• A minimum of 3 years of experience in a hospitality-focused setting.
• A healthcare background is preferred and knowledge of medical terminology is helpful.

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnetreg;-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jeffersonrsquo;s mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold amp; Think Differently and Do the Right Thing

As an employer, Jeffersonmaintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.