Patient Service Representative at Baylor Scott… · US-IL-Chi…

Summary: Baylor Scott & White Institute for Rehabilitation is a critical illness recovery hospital dedicated to providing exceptional care for patients requiring extended healing and recovery. The Patient Service Representative will assist in welcoming new patients, addressing their concerns, and promoting an excellent patient experience through effective communication and support. Responsibilities: - Welcomes all new patients and assists in their orientation to the hospital. Answers routine and frequently asked questions - Demonstrates excellent communication and interpersonal skills including in-person, by phone or in-writing - Assists with day-to-day functions, events and services that promote an excellent patient experience - Responsible for the distribution, collection and data entry of the hospital patient satisfaction survey - Serves as patient ambassador in soliciting patient testimony of exceptional care and communicates staff compliments to staff and management - Identifies and understands patient concerns/complaints and is able to escalate to the appropriate department manager immediately. Provides service recovery, feedback and assurance that concerns have been resolved wherever appropriate - Participates in hospital committees/activities such as Employee Engagement Committee, Patient Experience Committee, as requested. Assists in supporting patient focused service amenities - Maintains and enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops Required Qualifications: - Requires skills in report writing, problem solving and critical thinking - Requires computer literacy and the ability to utilize additional software programs as implemented - Requires experience assisting and serving a variety of diverse cultures and patient populations Preferred Qualifications: - High School graduate or equivalent preferred - Previous experience within a healthcare customer service role preferred Required Skills: Report writing Important Skills: Computer literacy, Healthcare customer service Nice-to-Have Skills: Cultural competence Benefits: Tuition reimbursement and continuing education opportunities, Comprehensive medical/RX, health, vision, employee assistance program (EAP), and dental plan offerings, Generous PTO and Paid Sick Time to maintain a healthy work-life balance, Company-matching 401(k) retirement plan, as well as life and disability protection, Company paid parking