Patient Assistant and Liaison (PALS) - 20 hours/week

Under general supervision, PALs are responsible for greeting and assisting patients and guests who visit Billings Clinic’s main campus. Duties include valet parking, providing information, way finding regarding services within Billings Clinic and within the community, transporting patients and guests to a wide variety of specialties via personal escort, wheelchair, or providing directions. Reports to Supervisor of Guest Services.

Essential Job Functions

• Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental, and outside agency standards as it relates to the environment, employee, patient safety or job performance.
• Positively greets and accurately communicates information to all patients and guests arriving at Billings Clinic. Implements and adheres to all aspects of Billings Clinic’s Personal Service Excellence. Utilizes good judgment in providing companionship/escort services as deemed appropriate while ensuring all patient/guests needs are met. Adheres to standardized/suggested scripting for responses.
• Proactively helps and suggestions for service needs within Billings Clinic and outside of Billings Clinic, (i.e., convenient restaurants, hotels, daycare, shopping locations, cultural activities, and other service needs).
• Transports on an as needed basis via shuttle utilizing safe and courteous driving techniques. Adheres to all Billings Clinic policies and procedures relative to the use of the Billings Clinic owned and operated vehicles.
• Accounts for inventory of clinic wheelchairs; retrieves clinic wheelchairs from various service areas to ensure adequate equipment is available at the front entry area. Oversees the proper use and storage of equipment and ensures equipment is operationally safe.
• Utilizes computer systems to look up information to direct the patients, family members and visitors appropriately (i.e., scheduled appointments, physician location, patient rooms, etc.)
• Assists patients/guest with wheelchairs and crutches, transports wheelchair patients/guest in and out of the clinic or hospital.
• Proactively greets, offers, and explains valet services and extends offer to park patient/guest vehicles at both the clinic building and hospital.
• Initiates log of parked vehicles gathering necessary patient/guest information and designates space number of the vehicle. Provides the patient/guest with an identification tag to assist in retrieving the vehicle. Ensures safekeeping of car keys by keeping them in the lock box. Reports stats to supervisor/manager.
• Drives and parks the cars in the designated location ensuring all windows are up and all doors are locked. Consideration is given to special security or safety needs that may be in the vehicle. Alert’s car driver of any mechanical problems identified such as low tires, etc.
• Directs patients/guests to appropriate parking areas for the most convenient access possible and to handicapped spaces as appropriate.
• Coordinates closely with other service areas within Billings Clinic to maximize the ability to provide patient/guest assistance and services; works collaboratively with volunteers and escorts; ensures backup plans are in place at all public entrance areas to ensure consistent service expectations. (i.e., assisting in providing patient/guest services in conjunction with conference center activities, health fairs and other special events).
• Utilizes performance improvement principles to assess and improve quality.
• Identifies needs and sets goals for own growth and development; meets all mandatory organizational and departmental requirements.
• Maintains competency in all organizational, departmental, and outside agency environmental, employee or patient safety standards relevant to job performance.
• Performs other duties as assigned or needed to meet the needs of the department/organization including cross training to provide backup coverage and support for all services areas.

Minimum Qualifications
Education
• High school graduate or equivalent.