Assistant II - Patient Relations - F/T - Evenings - 4130
University of California Irvine Medical Center - Orange, CA

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Job Description & Salary Range

UC Title: Assistant II

Position Number: 10003794

Reports to: Assistant II - Supervisor

Working Title: Assistant II

Cost Center: Patient Relations (8670)

Bargaining Unit: CX

FLSA: Nonexempt

Job Code: 4723

Date Created: 01/01/1901

Shift: Evening Shift

Hours: 40.00

Position Summary:
Reporting to the Patient Relations Supervisor, incumbent is responsible for coordinating and performing a broad range of duties in the main medical center lobby to ensure a welcoming environment for all patients and guests. Ensures that requests for information and services are accurately responded to, in a timely and appropriate manner, sensitive to the circumstances of the patient's/guest's emotional situation and privacy needs. Specific duties include performing reception functions. serving as liaison for families waiting for surgical patients. Ensures the lobby area is clean, organized and safe at all times. Utilizes the hospital computer systems to provide basic information such as confirming appointment times and location and patient room numbers.

Salary Range:
Rate Minimum $16.51 Midpoint $19.95 Maximum $23.39

Essential Job Functions:
The identification of essential functions below is not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to this position if such duties reasonably relate to the position.

% Effort

Provides accurate information to customer requests in a timely manner. Provides effective telephone and reception coverage, taking accurate messages, providing information and directing calls appropriately. Effectively uses all applicable computer software programs as needed or required to ensure accurate and timely delivery of work

35%

Appropriately trains and orients volunteers to provide effective front lobby duties. Ensures that lobby area is clean, safe, and stocked with appropriate brochures/flyers etc. at all times. Issues family pagers, bus coupons, pager batteries, and parking validation appropriately according to guidelines and policies

30%

Appropriately provides timely assistance to customers (including surgery and special procedure check-in) as needed or requested. Serves as an effective liaison between patient families and the Peri-Operative Department to provide accurate and timely information and assistance. Demonstrates appropriate sensitivity of the cultural differences of patient/guest beliefs and expectations. Effectively orients patients/families to the hospital, and assists with care of the patient‘s personal belongings, access, etc., if applicable. Effectively responds to the emotional, distraught and/or difficult behavior(s) of all guests, and serves as a positive representative of the Medical Center by providing a professional, caring and welcoming first impression.

35%

Total Effort:
100%

Responsibilities:
Appropriately provides timely assistance to customers (including surgery and special procedure check-in) as needed or requested

Appropriately trains and orients volunteers to provide effective front lobby duties

Demonstrates appropriate sensitivity of the cultural differences of patient/guest beliefs and expectations

Effectively orients patients/families to the hospital, and assists with care of the patient‘s personal belongings, access, etc., if applicable

Effectively responds to the emotional, distraught and/or difficult behavior(s) of all guests

Effectively serves as a representative of the Medical Center by providing a professional, caring and welcoming first impression

Effectively uses all applicable computer software programs as needed or required to ensure accurate and timely delivery of work

Ensures that lobby area is clean, safe, and stocked with appropriate brochures/flyers etc. at all times

Issues family pagers, bus coupons, pager batteries, and parking validation appropriately according to guidelines and policies

Provides accurate information to customer requests in a timely manner

Provides effective telephone and reception coverage, taking accurate messages, providing information and directing calls appropriately

Serves as an effective liaison between patient families and the Peri-Operative Department to provide accurate and timely information and assistance

Required Qualifications:
Excellent computer skills with a minimum of two years experience

Prior related work experience, preferably in a hospital or clinic setting

Must be willing to work flexible shifts, including weekends, holidays and overtime as assigned

Must be able to understand and apply behaviors that are sensitive to diversity of different cultures

Ability to read, write and communicate effectively in English

Must be able to effectively deal with emotional/difficult guest behavior(s)

Preferred Qualifications:
Understanding of medical terminology and Universal Precautions

Bilingual skills in English and Spanish and/or Vietnamese ]] >

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