Guest Services Coordinator

Number of Job Openings Available:

Date Posted:

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Hours Per Week:

Union Contract:

Weekend Rotation:

Job Summary:

Key Position Details:

• .8 FTE (64-hours per 2-week schedule)
• 8-hour day/evening shifts
• Every other weekend rotation
• Benefit eligible

Job Description:

Promotes a positive, professional image of the hospital and provides exemplary customer service to patients and guests in a respectful, warm and professional manner. Provides hospitality, direction and escorts to patients and families in lobbies, surgical and other waiting areas. Directs and escorts patients and guests from main points of entry to various points of service, navigates the hospital and its multiple systems and departments in order to meet the needs of patients and guests and resolve their concerns.

Principle Responsibilities

• Provides exemplary customer service to patients and guests.
  • Performs and model the Guest Service Behavior Standards while adhering to department workflows.
  • Creates a welcoming environment as the first contact for patients and guests. Assists and provides information to the patients, guests, and staff.
  • Receives discharged patients from staff. Observes patient in a designated area and safely assists patients into vehicles.
  • Answers telephone and transfers calls as necessary.
  • Performs the three fundamental duties in Lobbies: Greet everyone who enters the hospital while utilizing key words identified in workflows, escort patients and guests to their destinations and at the end of all interactions asks "Is there anything else I can do for you before I leave"
  • Performs the three fundamental duties in Waiting Rooms: Round with guests while utilizing key words identified in workflows, oversee and support volunteer activities to meet guest needs and at the end of all interactions asks "Is there anything else I can do for you before I leave"
• Navigates the hospital and its systems in order to meet the needs of patients and guests and to resolve their concerns.
  • Guest Service team members own all guest problems by either resolving the problem or finding another employee who can do so.
  • Assists family members with lodging and provides concierge services as needed.
• Oversees and directs the activities of Guest Service volunteers.
  • Assists with the training or coaching of volunteers to service standards and models exceptional service for volunteers at all times.
  • Assists with maintaining Patient Experience volunteer activity.
  • Distributes meal and parking coupons to volunteers.
• Maintains a welcoming, neat, clean and safe environment at all times.
  • Keeps frontline service areas are kept neat, clean and orderly.
  • Locates wheelchairs within the building as necessary.
  • Initiates action with other departments as needed in order to maintain a clean and safe environment.
• Other duties as assigned.

Required Qualifications

• Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
• 0 to 2 years in a fast-paced customer focused service role or office environment

Preferred Qualifications

• High school diploma or GED
• 2 to 5 years of experience

Physical Demands

• Light Work:
• Lifting weightUp to 20 lbs. occasionally, Up to 10 lbs. frequently