Patient Access & Guest Services Representative

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

SummaryThe Patient Access & Guest Services Representative serves as the first point of contact for patients, families, and visitors. This role blends concierge-level customer service with key administrative support for outpatient services, rehabilitation programs, and general guest services. Responsibilities include greeting and wayfinding, Outpatient Access administrative support, and promoting a welcoming experience. The representative is expected to exude warmth, professionalism, and pride in serving all individuals who interact with Mary Free Bed.

Essential Job Responsibilities

• Greet and assist patients, families, staff, and visitors, with a friendly, professional demeanor.
• Serve at key access points, providing wayfinding and program-specific information.
• Secure courtesy wheelchairs and assist with mobility needs.
• Ensure a positive arrival and departure experience by offering information, assistance, and warm goodbyes.
• Maintain a clean and orderly guest area.
• Effectively use telephones and internal systems to relay accurate information.
• Partner with volunteers and staff to support efficient throughput and patient flow.
• Maintain knowledge of hospital departments, services, and locations.
• Support Outpatient Access work queue activity.

Communications Responsibilities:

• Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates
• Ability to use communication devices (phones, radios, etc) in a clear, concise and professional manner to meet and exceed the internal and external customer service expectations.

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• High school diploma or GED
• Two years of customer service experience (Health Care industry preferred)
• Competent with computers and with Microsoft Office Suite software (i.e. Outlook, Word, Excel, Access, etc.)
• Functional hearing abilities for communications from a cellular phone or other telephonic devices and PA speakers.
• Ability to work flexible schedules and extended hours as needed.
• Must have problem resolution skills
• Must have ability to manage multiple priorities
• Ability to speak, read and write standard English language; to read and comprehend simple instructions, short correspondence and memos; to write simple correspondence
• Must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form

Preferred Job Qualifications

• Bilingual
• Previous guest service, concierge, or customer service

Physical Requirements for Essential Job Qualification

Levels:

• None (No specific requirements)
• Occasionally (Less than 1/3)
• Frequently (1/3 to 2/3)
• Majority (More than 2/3)

Remain in a stationary position: Occasionally

Traverse or move around work location: Occasionally

Use keyboard: Majority

Operate or use department specific equipment: Frequently

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: Occasionally

Receive and communicate information and ideas for understanding: Frequently

Transport, position, and/or exert force: None

Up to 10 pounds: _____

Up to 25 pounds: _____

Up to 50 pounds: _____

Up to 75 pounds: _____

More than 100 pounds: _____

Other weight: Up to___ pounds _____

Compensation based on experience, starting from $19.50.

Other: Ability to walk short distances or be independent in wheelchair mobility. Ability to stand or sit for long periods of time up to 10 hours per day, varying per assignment each shift.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Talent Acquisition team at recruitment@maryfreebed.com.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.