Full Time Guest Relations Representative/Driver-Magee Rehab

Jefferson Health delivers state of the art healthcare services to patients throughout the Delaware Valley and southern New Jersey. Jefferson (Philadelphia University + Thomas Jefferson University) provides more than 8,400 students from nearly 40 states and 40 countries with 21st century professional education. Combined, we have over 30,000 employees.

Jefferson Health, with 14 hospitals (seven are Magnet designated by the ANCC for nursing excellence) and 40+ outpatient and urgent care locations, offers a broad range of primary and complex, highly specialized care that touches the lives of more than four million patients annually. U.S. News & World Report has ranked Thomas Jefferson University Hospital among the nation’s best in eight specialties. Jefferson Health also includes the NCI designated Sidney Kimmel Cancer Center; it is one of only 70 such centers in the nation.

Thomas Jefferson University has ten colleges and three schools that offer more than 160 undergraduate and graduate programs. Our University is dedicated to inter-professional and transdisciplinary approaches to learning that offer a vibrant and expandable platform for professional education. Through this unique model, we are preparing our students for current and yet to be imagined careers.

As an employer, Jefferson maintains 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.

Since this position will require the selected candidate to engage in regular contact with children in the form of care, guidance, supervision or training, you will be required to meet the requirements of the Child Protective Services Act, including the Pennsylvania State Police criminal background check, the Pennsylvania Department of Welfare child abuse criminal background clearance, and an FBI finger print based federal criminal records check. The selected candidate will not be allowed to commence working until all three (3) are completed satisfactorily.

• High school diploma or equivalent (GED).
• Bilingual preferred.
• Valid driver’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.

JOB SUMMARY: Guest Relations Representative’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 REACH (respect, excellence,
positive attitude, collaboration and hospitality). This essential role in the Guest Relations
department works diligently to make a positive first impression to all customers of Magee
Rehabilitation 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 on occasion may provide a variety
of transport services to patients and family members via courtesy shuttle and assist with family
gatherings. The Guest Relations Representative must keep a professional and uniformed
appearance at all times while on duty.

Essential Accountabilities:
1. 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.
2. 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
3. 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;
4. Displays an appropriate sense of urgency in response to visitor requests and/or complaints
and provides service recovery.
5. Demonstrates exceptional verbal and interpersonal communication skills so as to be able to
communicate comfortably and effectively with the diverse population groups served by
Magee.
6. 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 Magee’s REACH values (respect, excellence, positive attitude,
collaboration and hospitality).
7. Must be willing to work a flexible schedule, including early mornings, evenings, weekends
and holidays.
1. 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.
2. Reads and follows all procedures as outlined and updated in the Front Desk Policies and
Procedures Handbook saved to the Guest Relations SharePoint Site.
3. Welcomes new patients as they enter the building and directs them to their room number as
per the admissions report.
4. 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.
5. Ensures volunteers sign-in and have their badge and issue meal tickets for volunteers.
6. Assists with the transport of patients throughout the facility when needed and operates the
elevator.
7. Assists/accompanies family, guests, visitors, etc. to other areas of the hospital as needed.
8. 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
9. Ensures the safety and security of patients that they have the appropriate paperwork to exit
the building for appointments and notes patient’s return; alerts appropriate departments in
case of elopement attempts.
10. Appropriately pages using the overhead system and completed rounds to locate party if no
response.
11. Is knowledgeable on how to call emergency codes using the telephone and code box systems.
12. Displays an appropriate sense of urgency in response to visitor requests and/or complaints,
and notifies supervisor immediately of situation.
13. 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 Magee.
14. Answers incoming lines and connects calls to the appropriate department/person while
safeguarding patient information and ensuring privacy in accordance with HIPAA
regulations.
a. Follows all visitor restrictions notices and appropriately maintains and manages the visitor
log.
b. Provides appropriate information pertaining to patients, such as visiting hours, room numbers
and telephone extensions.
c. Overhead pages when appropriate.
15. Monitors the activities nearby the front door and Main Lobby. Reports Security concerns
to the EOC representative on duty.
16. Contacts Purchasing or appropriate department to receive deliveries to the hospital at the
rear door.
17. Assists in maintaining the “lost and found.”
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18. Maintains readiness for visitors/surveyors from state and national organizations who may
arrive unannounced.
19. Supports the mission of the Hospital.
20. Demonstrates compassion and sensitivity in the treatment of patients, staff and visitors.
21. Maintains confidentiality as an expression of respect for the privacy and dignity of each
person.
22. Demonstrates knowledge and compliance with the Hospital Safety and Infection Control
Policies and the Patient Safety Program.
a. Helps to provide a safe environment for all patients, staff and visitors.
b. Completes mandatory in-service education programs as required.
c. Adheres to the hospital PPD and flu vaccination policy.
d. Promotes good working relationships among staff and between departments and disciplines.