Guest Services Representative |
| Location: | Lafayette, IN |
| Exempt/Non-Exempt: | Non-Exempt |
| Benefits: | Both Benefit Eligible and Non-Benefit Eligible |
| Type: | Multiple Options |
| Facility: | St. Elizabeth Regional Health |
| Description: | The Guest Services Representative serves as a resource for families, visitors, and staff. The goal of the Guest Services Representative is to determine guests’ needs and seek resolution in order to provide outstanding guest service for the facility. Guest Services Representatives exist to promote the flow of all patients/guests within the facility. Guest Services Representatives will welcome all guests and guide them to appropriate destinations. This position must demonstrate the utmost respect for patients, guests and co-workers. |
| Duties: | Arriving Patients/Visitors
Greets patients and visitors promptly upon their arrival.
Introduces self to patients and visitors.
Alerts Registration when patients present for care.
Alerts Emergency Department, as appropriate.
Directs Guests
Assists guests in arrival by going to the vehicle to offer wheelchair or other necessary assistance.
Assists patients by obtaining appropriate, proper care in a timely manner.
Provides clear direction to the appropriate department, assisting as necessary.
Physically escorts guest to destination, if needed.
Provides maps or verbal directions to department locations, area lodging or restaurants.
Anticipates and responds to customer needs and refer visitors to the appropriate resources.
Asks questions to obtain sufficient information to accurately understand customer needs.
Answers telephone calls in a prompt manner and relay telephone calls to the appropriate extension, giving the caller the extension number.
Assists guests in obtaining transportation.
Directs guests to classes, screenings, in-house or in another building.
Communication
Facilitates communication between patients, visitors, physicians/office staff and other staff.
Consistently expresses the positive “can do” attitude with visitors, patients, and staff.
Communication concerning a patient's intent to leave or their dissatisfaction may require involvement from various departments of the hospital.
Waiting room rounds are expected when possible to insure prompt communications to patients and families.
Strict adherence to HIPAA compliance.
Problem Solving/Opportunities for Improvement
Demonstrates initiative to resolving problems.
Accomplished in the HEAT method of complaint resolution.
Negotiates solutions.
Uses critical thinking skills to investigate and resolve issues for the patient and staff.
Understands how to gain and utilize resources available in addressing patient needs.
Knowledgeable in hospital policies, procedures and regulatory agency requirements. Maintains compliance with existing policies and procedures and regulatory agency requirements.
Maintains order and notifies appropriate resources for situations jeopardizing safety and comfort of visitors and staff.
Knowledgeable and understands the Emergency Preparedness manual and use.
Knowledgeable of safety and security features available including panic buttons and buzzers.
Skills to ascertain when assistance from Security or others are required.
Organizational Workflow
Understands the work flow of the various departments providing services to patients within the facility and the dynamics of patient-provider communication.
Must demonstrate knowledge of stages of the life span and possess the ability to assess data reflective of the patient's status.
Interpret the appropriate information needed to identify each patient's requirements relative to his or her age-specific needs
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| Qualifications: | Advanced interpersonal skills to interact with patients, family and co-workers.
Must be able to handle stressful conditions.
Must have the ability to multi-task various duties among numerous departments and prioritize tasks/situations.
Must be able to use the HEAT Method of complaint management.
Critical thinking skills required.
Must have the ability to analyze a situation and act quickly.
Intermediate computer skills, including knowledge of Microsoft Office products.
Must have knowledge of and adhere to HIPAA confidentiality laws.
Basic first aid knowledge preferred.
Must have flexibility to work varied hours, weekends, and holidays.
High school graduate or equivalent.
Medical Terminology preferred
Two years experience in a customer service role, preferably in a healthcare setting preferred.
CPR certified.
Bilingual preferred.
Knowledge of infection control practices. |
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