Patient Family Liaison HUP

This role provides support to the Office of Patient and Guest Relations [PGR] with emphasis on the integration of administrative/clerical/receptionist activities, database management and participation in the receipt, review and resolution of patient feedback, including, but not limited to patient requests, complaints and grievances.

Accountabilities

• Serves as initial point of contact and presents a welcoming and comfortable environment for customers, guests, and visitors.
• Responsible for coordinating activities of the PGR office including special projects as assigned by the Manager of PGR.
• Responsible for intake of initial information regarding patient/family feedback and entering data into the patient feedback tracking system in a timely and accurate fashion.
• Greets patients and visitors in-person or by telephone, answers and/or directs inquiries to appropriate personnel while ensuring the satisfaction of providers and patients through positive interactions.
• Continually keeps the Manager of PGR informed of new developments.
• Works with the Data Systems Specialist to create reports from the patient feedback tracking system.
• Provides information related to overall patient and staff questions. Requires the ability to multi-task and strong interpersonal/customer service skills.
• Provides coverage as needed for patient visitation in the ED, PACU, Notary Services due to employee call outs or in emergency management situations.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements

Required Education and Experience

• H.S. Diploma/GED is required (Associate's Degree or Bachelor's Degree is preferred)
• 7+ years Direct customer service experience
• 1+ years of experience providing administrative support preferred

Required Skills and Abilities

• Notary License (obtain 90 days after employment)
• Excellent interpersonal and customer service skills.
• Knowledge of medical terminology and computerized office systems.
• Ability to multi-task, adapt, and perform in stressful situations.
• Proficiency using Microsoft Office applications, and the ability to quickly learn and adapt to other software packages.
• Must have the ability to work in a fast paced environment, handle multiple priorities/tasks, and to follow all assignments through to completion.
• Exceptional customer service skills required.
• Strong organization, interpersonal, and diplomacy skills required.
• Must have the ability to acknowledge and manage confidential information.
• Must be well organized and show strong attention to detail.
• Must exhibit patience under pressure.
• Proficiency using the telephone, computer, printer, scanner, fax machine, Interpreter Services Phone, Dictation Machine and copier.

As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.