Description
Summary of Position:
The Guest Relations Coordinator performs welcome and reception duties for the Barton Memorial Hospital and has over-site of front desk volunteers. Primary responsibilities include greeting guests, providing information, escorting guests to destination, assisting guests in achieving their objective when entering into hospital, attend to guest needs throughout the hospital, and assist patient care areas with patient transport when able. This position is a guest-facing, customer service position and will be responsible for providing consistently exceptional first and last impressions of the organization. The incumbent is responsible for working with other team members to keep the hospital running efficiently and effectively. Handling customer concerns and inquiries in a positive, professional manner is imperative for success in this position.
Qualifications
Education:
• High school diploma or GED preferred
Experience:
• Minimum of one-year work experience in a customer service environment with patients, staff and volunteers of diverse educational, economical and cultural backgrounds
• Hospitality experience preferred
Knowledge/Skills/Abilities:
• Excellent oral and written communication, and interpersonal skills
• Ability to connect with guests and anticipate needs
• Ability to address concerns, complaints and inquiries in a positive, professional manner
• Consistently positive attitude
• Ability to support and encourage a collaborative team setting
• Ability to prioritize effectively, complete a multitude of tasks and assignments quickly and efficiently
• Ability to think creatively and use problem solving skills to effectively deliver guest-centric results
• Professional phone etiquette
• Ability to use computer information systems, computer literacy, and knowledge of word processing
• Ability to assess processes and procedures and to recommend changes for more effective guest services
• In compliance with patient safety standards, must be able to effectively communicate in English; Bilingual abilities preferred
Certifications/Licensure:
• Current CPR/BLS certification by the American Heart Association (BLS for the Healthcare Provider) or ability to obtain within 30 days of hire
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to walk, stand, sit, reach, push, bend, talk and hear.
• The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 25 pounds and push up to 250 pounds using a wheelchair.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Normal office environment. The noise level in the work environment is usually quiet to moderate while in the office.
• Occasional travel to various health system locations.
Essential Functions
1. Provides consistently exceptional care at all times.
2. Promotes excellence in customer service and demonstrates a positive, personable disposition at all times. Collaborates with teammates to provide for a best guest experience.
3. Greets guests, provides information, escorts guests to destination, and assists guests in achieving their objective when entering into hospital. Assists patients with language access needs by using approved interpreter procedures. Attends to guest needs throughout the hospital and health system when necessary. Assists patient care areas with outpatient transport when available.
4. Recognizes irregular, unusual or unsafe situations and takes immediate action to resolve the issues wherever possible. Immediately reports such situations to appropriate first responders when it is not safe to intervene.
5. Gathers and enters all patient demographics for accurate registration and pre-registration.
6. Collects copays, point of service payments, any outstanding payments, and posts all payments in the cash drawer.
7. Scans orders into Epic and notifies the proper department that an order has been scanned.
8. Receives and responds to patient complaints both telephonically and via email. Enters complaints into the safety learning system. Follows up timely with all customers including patients, physicians, staff and vendors, ensuring issues and complaints have been satisfactorily handled.
9. Maintains cleanliness using infection control procedures.
10. Monitors patient literature and marketing materials throughout hospital waiting areas and works with designated sources to maintain stock of patient collateral provided at front desk.
11. Submits engineering work orders and housekeeping requests to maintain a professional and safe environment.
12. Orders supplies for front desk operations.
13. Monitors the posting of hospital licenses to ensure all remain current.
14. Monitors pick-up items left at front desk and follows up with associated staff member if not collected timely.
15. Identifies opportunities for guest service improvements throughout Barton Health and collaborates with division directors, department managers and ad hoc committees to assist with improvements, such as surveys, MyChart sign-ups, or other duties as needed.
16. Coordinates Front Desk volunteers' schedules and provides performance oversite of guest relations volunteers.
17. Completes annual required training, such as online education modules and workplace violence prevention course.
18. Provides initial and ongoing training for front desk staff and volunteers.
19. Responds to the needs of the department by performing other duties, as necessary.
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