Xanitos, Inc. is a management company that provides hospital housekeeping, patient transport, and central laundries services. It is differentiated by its patented XRO System for cleaning patient rooms, its outstanding operations management team, and by being a private company whose priority is giving top-quality service. The results are evident; at the hospitals it serves, Xanitos has improved the cleaning quality, increased HCAHPS scores, reduced the risk of HAIs, lowered bed turnaround time, and significantly reduced costs.

Xanitos, Inc. is hiring Full-Emergency Department Liaison 1st and 2nd shift at UPMC Altoona Hospital.

• Immediate offers will be extended for qualified candidates.
• Apply Today, Interview Tomorrow!
• $22.00 per hour

Job Summary

• The Emergency Department (ED) Liaison will provide customer service, greeter/escort, housekeeping, and clerical support to the Department of Patient and Family Support Services under the direction of the Director, Patient and Family Support.
• Create a positive first impression for all patients, families, visitors, physicians, employees and volunteers who visit the hospital. This position will also work with the department to respond to concerns and complaints and ensure that the appropriate follow-up is conducted. This position will work heavily with valet parking, security, housekeeping, patient transportation services, and the emergency room to ensure that first impressions are optimal.

Responsibilities

• Greet all incoming patients, families, visitors, physicians, employees and volunteers with a proper salutation and a smile. Offer some form of assistance to facilitate their arrival.
• Collaborate with the office of patient experience to improve the patient experience during their visit.
• Provide a farewell comment to departing patients, families, visitors, physicians, employees and volunteers with a proper salutation and a smile. Offer some form of assistance.
• Provide prompt escort/transportation service (ambulatory or wheelchair) to the patient's desired destination. Contact patient transport services when the destination is outside of the hospital.
• Notify patients, families, visitors, physicians, employees and volunteers’ destination if there are issues with delays, special needs request or general communication.
• Maintain the following resources: pamphlets regarding UPMC Health System, hospital departments with contacts and phone listings, patient information handbooks, physician's office locations, diagnostic areas, maps of the UPMC Altoona campus and other areas, direction cards and information regarding services available in the Altoona area. Be fluent and offer this information to patients, families, visitors, physicians, employees and volunteers in anticipation of their needs.
• Maintain confidentiality of all patients, families, visitors, physicians, employees and volunteers and internal hospital operational information.
• Provide directions (written and verbal) to all patients, families, visitors, physicians, employees and volunteers requesting information. Approach people who appear to be lost and offer assistance to their desired destination.
• Communicate with Patient Relations staff daily. Update on any outstanding issues, report any problems with equipment or services in the lobby area and communicate any concerns or needs of the position. Attend monthly Patient Relations staff meetings.
• Work with Valet Parking to assist people to and from their vehicles and help with belongings. Direct customers to the Valet Parking cashier and assist when there are extensive delays with vehicle drop-off and pick-up.
• Work with Security to ensure that patients, families, visitors, physicians, employees and volunteers are compliant in non-smoking areas and with safety and security issues.
• Complete housekeeping duties to ensure front entrance, lobby, elevators, and bathrooms are clean and free from clutter, litter and cigarette butts. Contacts housekeeping and maintenance departments for larger issues and areas outside those mentioned above and follows-up with them until completion.
• Assist the Patient and Family Support Services department in resolving patient issues including but not limited to: Press Ganey phone call follow-up, delivery of plants/flowers/special items for patients, assistance with lost belonging investigations and other special requests as needed.
• Participate in a patient focused customer service program with services that include calling patients before appointments to remind them and ensure that they have the correction directions and arrival information, greeting them upon arrival and escorting them to their destinations and remaining in contact by beeper for any assistance they may need during their visit.
• Ensure that every interaction a patient, family, visitor, physician, employee or volunteer has is a positive one and implement any service recovery tool necessary to recover from those that are not.
• Complete MPAC/CPAC processes such as discharging patient from computer.
• Comply with all UPMC Performance Management competencies/behaviors and policies/procedures. The above statement reflects the general details considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job, nor shall it be interpreted as limiting an employee in performing duties other than those normally performed or from helping employees in other position or units.
• Performs in accordance with system-wide competencies/behaviors.
• Performs other duties as assigned.

Educational and Knowledge Requirements

High School diploma. Degree in communication, public relations or customer service preferred. 5 years of experience in a customer-service setting is preferred. Additional previous experience in health care, customer service or sales is preferred. Basic computer skills and knowledge of Medipac and Microsoft Office preferred. Ability to manage multiple tasks in a fast-paced environment. Excellent written and verbal communication skills as well as have the ability to remain calm and diffuse upset patients and family members. Ability to use critical thinking skills, work independently, yet be part of a team to foster a welcoming environment. Self-motivation ability. Ability to anticipate customer needs.

Environmental Conditions

• Hospital environment

Physical Demands

Ability to walk or stand for prolonged periods. Requires bending, stooping, reaching up and lifting up to 50 pounds. Possible exposure to chemicals requiring special clothing or safety equipment.

Employee Health Physical Package

• Non-Clinical Patient Care

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