Guest Services Representative- St. John's

Overview

Functions as hospital concierge staff, ensuring an excellent customer service experience. Offers an immediate and demonstrated warm welcome to patients, visitors, staff and physicians. Creates an outstanding customer experience by providing information, directions, personal escort and other assistance as appropriate.

The shift is 5am - 1:30pm and this person will be based out of St. John's but expected to assist at St. Joe's and Woodwinds, as needed.

Responsibilities

• Maintains knowledge of, and complies with, all relevant laws, regulations and policies, procedures and standards
• Actively participates in creating and implementing improvements to achieve clinical, satisfaction and/or efficiency outcomes
• Respectfully and courteously greets each customer using AIDET principles
• Identifies customer needs and takes appropriate action to ensure needs are met to their full satisfaction
• Identifies and provides escort service as appropriate
• Answers, triages and transfers customer phone inquiries as appropriate
• Manages multiple tasks simultaneously with composure
• Directs the work of the Welcome Center volunteers
• Completes administrative tasks as assigned

Qualifications

• High school graduate or equivalent
• 1 to 3 years of customer service experience
• Health care/hospital experience preferred
• Previous experience working with the public at a public point of entry offering an engaged person welcome, hand-to-hand assistance and facility support with information and resources
• Attention to Detail: Achieves thoroughness and accuracy when accomplishing a task
• Computer Skills Basic: Ability to use a computer and applications that are associated with performing basic work tasks (use a mouse, navigate in Windows, Outlook, etc)
• Decision Making: Makes timely, informed decisions that take into account the facts, goals, constraints and risks
• Interpersonal Communication: Skilled in developing effective rapport with customers, co-workers, or families, actively listening to develop a positive connection
• Problem Solving: Identifies problems; determines accuracy and relevance of information; utilizes appropriate tools and staff resources along with sound judgment to generate and evaluate alternatives, and to make recommendations