Guest Services Rep

Responsibilities

Major Responsibilities Supports a strategic location in the hospital by providing resources, information, and security to visitors, patients, staff, and physicians.

• Provides superior customer services by greeting and welcoming each individual that they encounter.
• Demonstrates thorough knowledge of the hospital by answering questions for patients or visitors, and responds to meet their requests or needs.
• Obtains authorization/clearance before allowing visitors to proceed to their desired location, as outlined by protocol.
• Assures that transportation equipment is available for use in a timely and efficient manner (e.g., appropriate size and numbers of wheelchairs, walkers).
• Provides information regarding a patient s test/procedure, way finding/location of the patient s destination, inpatient room information, and other visitor information such as restrictions, hours, or waiting areas.
• Cross-checks visitor requests with the visitor restriction list and BOLOs as a primary means to enforce patient and associate safety.
• Manages visitor guidelines as outlined by hospital policy.
• Provides recommendations and coordinates upon request for visitors seeking transportation, dining, hotel, florist, or other personal needs.
• Provides a variety of other services and/or performs other tasks to ensure guest needs are met and the hospital environment remains safe, clean, friendly, efficient, and supportive of hospital activities.
• Monitors and responds to infant security systems in the Labor & Delivery, Mother/Baby, and NICU Units.
• Ensures visitors have appropriate IDs or Visitor passes before entering patient care areas including Nursery.
• Ensures visitor compliance with Children visitation policies including completion of the Health Screening form for Pediatric Visitors in the Mother/Baby Unit.
• Registers potential patients for L&D/Mother & Baby Unit Tours.
• Notifies appropriate departments of work environment needs (e.g., housekeeping, emergency situations, leaks, significant spills, painting, floor cleaning, light fixture repair or replacement).
• Performs light housekeeping duties in the assigned area (e.g., picking up papers, carpet sweeping, inspecting furniture and wheelchairs, wiping up small spills).
• Performs additional duties as assigned by the Guest Services Manager.
• Supports, utilizes, and works directly with volunteers to assign way finding tasks to patients and support other guest/visitor needs.

Performs additional tasks related to special programs or services available to patients, such as complimentary parking, transportation scheduling/assistance, travel vouchers, etc.

• Contacts taxi dispatch service, upon request, to schedule a taxi pickup from the hospital for a patient.
• Works with various clinical leaders to schedule and coordinate travel for patients who require wheelchair-equipped transportation.
• Partners with nursing to support parking needs for visitors with unplanned extended days. Follows department process for issuing and tracking complimentary parking.
• Retrieves emails sent to the department inbox and performs the appropriate action (schedule meeting, forward information, take action, etc.).

• Education/Experience
  
  Required:
  
  High school diploma or equivalent; 2 years experience in a customer service position, preferably in a medical field.
• Knowledge, Skills & Abilities
  
  Required:
  
  Strong computer skills, proficient with Excel.
• Excellent organizational, communication, and customer service skills.
• Excellent quick-thinking and problem-solving skills.
• Bilingual, especially Spanish-speaking, is preferred.

• Can be trusted to handle confidential and sensitive information.
• Can make quick, ethical, and sound decisions based on unique situations involving customer needs.
• Can work occasional weekends and holidays.
• Can maintain composure and professional behavior in stressful situations.
• Can respond to emergency situations, and activate alarms / escalate up the chain of command as required.
• Must be able to perform physical tasks such as lifting, standing, walking, pushing, moving patients via wheelchairs, way finding, or escorting.
• Can lift up to 35 pounds without assistance. For patient lifts over 35 pounds or when the patient cannot assist, use patient handling equipment with at least one other associate.

Notes:
This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Incumbent may be required to perform other related duties.