Corewell Health
Patient Family Services Associate
Patient Family Services Associates provide a resource 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. Maintain professionalism and diplomacy at all times, 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 solve, 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 solve, assist with communication as appropriate. Identify lost items, perform thorough search for owner and return items as possible. Return items via pick-up or mail. After a month donate or dispose of items, per established policy based on item type, without an identified owner. Manage all items in a very organized manner. Work with patients, families, guests, and Corewell Health 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. Assist at entrances: conduct screening activities, maintain proper traffic controls to avoid congestion and prohibit illegal parking. Work with the Security & Valet teams as needed. Assist patients and families in and out of their vehicles. Assist with cab, bus vouchers, and other transportation as needed. Cover Discharge Hospitality Suite as needed. Utilize effective communication skills to incorporate specific age, culture, and developmental needs. Qualifications
Required High School Diploma or equivalent Completion of department-based training with demonstrated competence. Excellent customer service & communication skills 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.
Patient Family Services Associates provide a resource 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. Maintain professionalism and diplomacy at all times, 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 solve, 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 solve, assist with communication as appropriate. Identify lost items, perform thorough search for owner and return items as possible. Return items via pick-up or mail. After a month donate or dispose of items, per established policy based on item type, without an identified owner. Manage all items in a very organized manner. Work with patients, families, guests, and Corewell Health 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. Assist at entrances: conduct screening activities, maintain proper traffic controls to avoid congestion and prohibit illegal parking. Work with the Security & Valet teams as needed. Assist patients and families in and out of their vehicles. Assist with cab, bus vouchers, and other transportation as needed. Cover Discharge Hospitality Suite as needed. Utilize effective communication skills to incorporate specific age, culture, and developmental needs. Qualifications
Required High School Diploma or equivalent Completion of department-based training with demonstrated competence. Excellent customer service & communication skills 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.