Guest Services Representative

Shift: 11:30am
– 8:00pm Monday
– Friday with occasional weekends Position Requirements:High school diploma or equivalent.2 years experience in a customer service position, preferably in a medical fieldStrong computer skills, proficient with ExcelExcellent organizational, communication, and customer service skills.Excellent quickthinking and problemsolving skills.Bilingual, especially Spanishspeaking, is preferred.N/A 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 holidaysCan maintain composure and professional behavior in stressful situations.Can respond to emergency situations, and activate alarms / escalate up chainofcommand as soon as the situation requires it.Must be able to perform physical tasks such as lifting, standing, walking, pushing, moving patients via wheelchairs, wayfinding, or escorting.Can lift up to 35 pounds without assistance.

For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, will use patient handling equipment with at least one other associate.Purpose:The Guest Services Representative is the first person that a visitor or patient will encounter when entering the hospital.

The purpose of the role is to provide support and information in a friendly and courteous manner to all who approach the desk, while also supporting patient and associate safety by enforcing visitor guidelines and restrictions.The role requires critical thinking skills to resolve issues with inpatient and outpatient departments.

It requires immediate response in the event of codes and other emergency situations.

It requires a comprehensive knowledge of the hospital, especially in regards to wayfinding.Guest Services staff are stationed at key areas inside the hospital to provide information and services.

Areas include entry points to hospital, and visitor access points to areas like ICU, Labor/Delivery, and Surgery.Accountabilities:Supports a strategic location in the hospital by providing resources, information, and security to visitors, patients, staff, and physicians.Provides a variety of other services and/or performs a variety of other tasks in order to assure that guest’s needs are not only met but exceeded and to ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.Performs additional tasks related to special programs or services available to patients, such as complimentary parking, transportation scheduling/assistance, travel vouchers, etc.