The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. Contractors must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient’s rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings. 

• Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients’ rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings. 
• Executes world-class practices of service and patient care.
• Acts as non-clinical liaison/concierge/navigator for referred patient in any way the patient needs before, during, or after an encounter with a medical facility.
• Approaches and greets patients, their families, and visitors entering the hospital and clinics; provides clear and concise verbal and written instructions; offers them assistance in locating services, facilities or patients, verifies/confirms time and place of patient appointments, provides directions and/or escorts guests to their eventual destination, etc., to ensure their needs are met; contacts an interpreter/translator for guests who are not proficient in English; refers guests to Patient or Guest Representatives as appropriate for more in-depth assistance. 
• Assists with transportation of guests to and from the hospital and other clinics by providing them with information about campus shuttles 
• Communicates patient and guest concerns to appropriate department for facilitation, and record summary when applicable. Facilitates scheduling of physician appointments and care during in-patient and out-patient stays for key individual.
• Provides practical assistance and emotional support to patients, families, and staff as needed. Maintains sensitivity and confidentiality in all aspects of guest interaction. 
• Responds immediately and appropriately to injured persons, agitated/escalating individuals/situations in the hospital entrance environment, contacting healthcare providers and/or security as needed. 
• Responds to inquiries from patients, their relatives and/or referring physicians on services available at SUMC and provides accurate information in a timely fashion. 
• Schedules and manages appointments, ask questions and answers questions about gaining access to services and organizations.
• Serves as the primary point of contact for patients throughout the service experience. 
• Performs other related and incidental duties as needed or assigned.  

MINMUM QUALIFICATIONS 

Education Qualifications 

• High school diploma or GED equivalent 

Licenses and Certifications 

• None

Experience 

• 1+ years’ experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.) - or completion of a navigation certification program - or 2+ years’ experience working in customer service within a non-healthcare industry (hospitality, public relations, banking, concierge services, etc.) 
• Basic PC Skills (Windows, Excel, and Word) 
• Good communication, customer service, interpersonal skills and cross cultural competency 
• Working knowledge of EPIC or other patient database 
• Working knowledge of one or more of the following: - health care systems - conflict resolution - professional boundaries - understand how to link patients to diagnostic and follow up test / treatment - Strong communication, customer service, interpersonal skills - PC skills (Windows, Excel, and Word) - Strong medical terminology knowledge - Tasks: - Way finding - Concierge: provide information on community resources, hotels, transportation, etc. - Delivery of guest services’ amenities - Courtesy visits - Manage site specific navigation needs: ED, SAU, ASC, fountain entrance. Works collaboratively with leadership in those areas to provide communicate and enhance patient experience

KNOWLEDGE/SKILLS & ABILITIES 

• Ability to adjust communications to fit the needs and level of understanding of the receiver Ability to demonstrate customer service skills in interactions with all patients, families and staff, including high volume and stressful situations 
• Ability to maintain confidentiality of sensitive information 
• Ability to remain calm under pressure and apply sound judgment 
• Ability to solve problems and identify solutions 
• Ability to speak and write effectively at a level appropriate for the job 
• Knowledge of computer systems and software used in functional area Knowledge of the location of services provided by the hospitals and clinics (or ability to quickly become familiar) to be able to assist guests with directions and/or transport; the local geography