Guest Services Rep - Part Time

Employment Type:Part time

Shift:Evening Shift

Description:

Provides a welcoming and resourceful presence as the first contact for our colleagues, patients, families, and visitors. Requires outstanding communication, critical-thinking and problem-solving skills, exceptional knowledge of the hospital’s mission and values as well as a passion for excellence. Displays a high energy, can-do attitude in a highly visible position requiring a professional presence. Ability to perform basic patient care responsibilities to support experience and safety of our guests. Uses approved processes, systems, protocols and tools, screens incoming colleagues, providers, vendors and visitors entering Trinity Health facilities by following established CDC or other regulatory guidelines and internal procedures.

QUALIFICATIONS

Education

Minimum: High school diploma or equivalent combination of experience and education.

Preferred: Certification or Associates degree in healthcare, business, or related field.

Related Experience

Preferred: One to two years guest/customer services experience

Other Knowledge, Skills and Abilities

Minimum: Ability to work w/interruptions while maintaining an excellent customer focus. Organizational and multi-tasking skills. Attentive to detail. Demonstrated experience with Microsoft office products (word processing, spreadsheets, database and presentation software). Professional presence and vocabulary. Pleasant and helpful demeanor. Interpersonal and positive. Self directed and ability to exercise independent judgment. Team player. Must be able to adapt to frequently changing work priorities and be able to prioritize and balance the requirements of the job.

Computer Competency

Familiarity with standard desktop and windows-based computer system, including email, e-learning, intranet and computer navigation. Efficiency in typing preferred. Ability to use other software required to perform essential functions.

Physical/Mental

Minimum: Standing for long periods of time (up to 80% of shift). Ability to walk, bend and stoop. Use of computer, keyboard, and phone. Ability to push guest or patient in wheelchair

WORKING CONDITIONS

Various hospital departments and offices. May be exposed to variety of personalities and differing levels of satisfaction of patients/visitors/family members.

AGES OF PATIENTS SERVED

Newborns X Pediatrics X Adolescents X Adults X Geriatrics NA

See department specific checklist.

ORGANIZATIONAL EXPECTATIONS

Flexibility – Demonstrates exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and cultural differences while managing competing priorities.

Accountability – Willingly accepts personal responsibility for decisions, actions, attitudes and behaviors which contribute to the overall effectiveness of the organization. Communicates effectively, follows through on assignments, uses resources efficiently, participates in learning opportunities and treats others with respect and dignity.

Excellence – Serves as a role model and performs job responsibilities to the highest standards in every situation. Delivers “Something More” that ensures a more complete and personally satisfying experience in every interaction.

Focus – Understands and demonstrates behaviors consistent with the mission and values of the organization while contributing to the overall success of the strategic plan. All actions are rooted in providing excellent customer service.

ESSENTIAL FUNCTIONS

Communicates, collaborates, and welcomes colleagues, patients, visitors, volunteers and families in a professional and helpful manner. Provides “Something More” to all guests.

Provide visitor stickers to all patients and visitors entering the hospital and confirms they are a patient or a visitor of a patient prior to providing access through our visitor management process. Ensures vendors, contractors and colleagues are properly credentialed.

Provides wayfinding services and assists in escorting patients towards their destination. Knowledgeable on most of the campus departments and locations to provide accurate information and directions to patients, visitors, and families

Empathetically assesses patient or visitor's needs and determines next steps to support their experience and safety (wheelchair assistance, escort needed, inability to comply to safety guidelines, masks, etc.). Recognizes and refers questions of a medical or personal nature appropriately.

Follows screening guidelines if in place to ensure appropriate access to the facility to all patients, visitors, and colleagues and performs basic tasks, such as temperature screenings, for patients, visitors, and colleagues.

Maintains a respectful work environment and cooperative relationships with colleagues, providers, vendors and visitors. Approaches conflict in a professional, calm and constructive manner; escalates problem resolution to manager or other identified resources, as needed and according to protocols and processes. Creates a positive environment that promotes customer satisfaction.

Ensures timely delivery of patient items – flowers, balloons, cards, personal belongings, etc. Assists patients to ensure parking tickets are appropriately validated.

Appropriately accesses and utilizes computer systems, such as Omnigo Visitor Management system, Intelliweb, EPIC and Innquest, while abiding by HIPPA guidelines, to assist others as needed.

Understands operating procedures, cash-handling processes (required while working at Sophia’s House), compliance reports and duties at all Guest Services locations.

Assesses and retrieves daily supplies needs from the main supply for daily designated location and maintains a clean environment through routine cleaning of entrance and desks on a routine basis.

Maintains a professional image in work area and appearance, consistent with the standards established for Trinity Health Grand Rapids

Performs other related duties as assigned.

SYSTEMS AND INFORMATION

To ensure appropriate utilization of Protected Health Information (PHI) associated with the Health Insurance Portability and Accountability Act (HIPAA) and Trinity Health’s Confidentiality of Information Standards, as well as other regulatory entities, individuals employed in this position will be granted systems and information access as appropriate for this position.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by the people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The listed duties may be changed at the discretion of the incumbent’s supervisor.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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