GUEST SVS/FRONT DESK/SWITCHBRD

This position/team, individually and collectively, supports the organizational mission, vision, and values of Methodist Hospitals. The purpose of this position is to provide operational excellence in customer service, influence customer satisfaction, and to address patient and family needs at the point of service to create the beginning of a memorable patient and family experience. The Guest Services Associate at the Front Desk and Switchboard provides an unforgettable experience through compassionate and caring behaviors, showing courtesy and respect, while greeting all guests with a friendly smile and an obvious energy to assist. These behaviors may be in person or by phone, but are always present.

Responsibilities

PRINCIPAL DUTIES AND RESPONSIBILITIES (*Essential Functions)

Operate a one-position switchboard with speed and accuracy

Effectively answer and transfer all calls in a kind and professional manner

Direct visiting customers at the front desk to the various locations within the property

Meet and greet guests tactfully and courteously while providing assistance as needed that exceeds their expectations

Issues visitor passes according to hospital policy and controls access to the hospital

Stays knowledgeable of visitation guidelines as they change according to department/procedural processes and needs, individual needs of patients/families and environmental safety according to widespread community outbreaks/specific needs

Ability to Advocate – ability to identify concern, listen carefully, and work through the issues to assist as needed (Problem Solving Skills)

Ability to calmly prioritize and perform a variety of tasks under pressure

Ability to work independently with minimal supervision and/or collaboratively with team

Performs required job functions according to established/prescribed policies and procedures

Ability to analyze situations accurately and exercise good judgment in taking effective action (Critical Thinking Skills)

Ability to understand and follow oral and written instructions

Ability to express courtesy, respect, and discretion at all times

Ability to work with all associated service programs such as IPN paging system, RAVE mass communication system, Emergency Management Operations, Overhead Paging, SIT-2Consoles, M2250 Console Operation, Simplex Phone, etc.

Ability to work with technical equipment required in the switchboard such as headsets, intercoms, and computers

Ability to learn specific rules, regulations, laws, policies and procedures quickly and apply them with good judgment in a variety of procedural matters without immediate supervision (Fire Alert/Fire Alarm, Code 22 Emergency Line, Code Blue/RRT-internal and external, Red 911 phone, Active Intruder, Brain Alert, Bomb-13-13 Security, Elevator Entrapment, Utility Emergency Response, EOP Plan, High Census Alert, Lock Down, Panic Alarms, Security Alert Priority One, Security Alert Missing Adult, Security Alert Missing Child, Severe Weather Watch/Advisory, Tornado Alert, Generator Alarms, Pharmacy Freezer Alarms – supporting organizational, patient, and employee safety

Ability to consistently establish and maintain positive and cooperative working relationships with both internal and external customers

Model customer service skills/assisting guests in an efficient and friendly manner

Exceptional communication skills

Ability to be confidential and discreet with hospital information

Observe health and safety regulations

Assist with orientation and training of new employees as requested

Contribute to a positive work environment and overall team effort of the department

Ability to maintain records/logs/ perform clerical duties required by position

Ability to flex with schedule/department needs

Ability to work all shifts (days, evenings, midnights)/weekends/both campuses as needed

Performs other duties as needed and/or assigned

Qualifications

JOB SPECIFICATIONS (Minimum Requirements)KNOWLEDGE, SKILLS, AND ABILITIES

Ability to enunciate clearly in a well-modulated voice/Correct English usage

Ability to type with speed and accuracy§

Ability to work with frequent interruptions

Good memory

Positive attitude /Ability to learn/Accept coaching

Basic computer skills (hospital intranet, email, MS Word, etc.)

Knowledge of the operation of a telephone switchboard

Developed problem-solving skills

Developed professional demeanor and positive disposition

Good knowledge of the organization, facilities, departments, and their functions

Ability to work with frequent interruptions

EDUCATION

High School Diploma/GED Equivalent Required

Associates Degree Preferred

EXPERIENCE

Two (2) years’ Professional Level Guest Services experience preferred providing guests with an exceptional level of customer service in a fast-paced professional, medical, retail, or hospitality environment. Other types of work experience will be considered as meeting these experience requirements, as long as they are closely related to the essential functions of the position.

STANDARDS OF BEHAVIORMeets the Standards of Behavior as outlined in Personnel Policy and Procedure #1, Employee Relations Code.CONFIDENTIALITY/HIPAA/CORPORATE COMPLIANCEDemonstrates knowledge of procedures for protecting and maintaining security, confidentiality and integrity of employee, patient, family, organizational and other medical information. Understands and supports the commitment of Methodist Hospitals in adhering to federal, state and local laws, rules and regulations governing ethical business practices for healthcare providers.DISCLAIMER - The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

Rotating All Shifts