Lead Guest Services Representative

About This Role

Leading the guest services team, this role coordinates activities, provides training, and ensures excellent service to patients, healthcare team members, and hospital guests. It involves assisting with departmental operations and support services, and interacting with the leadership team to maintain smooth and efficient operations.

Responsibilities

• Coordinate activities of assigned teammates
• Orient new teammates and provide ongoing training and assessment of staff
• Train volunteers as appropriate to their assignments
• Participate in regular staff meetings with Supervisors and Huddle Meetings with teammates
• Receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner
• Respond to patient and guest complaints
• Provide guests with assistance throughout the facility, including directions, patient locations, and location of hospital amenities
• Assist families in understanding hospital and departmental policies and procedures and promote open communication of information as appropriate
• Respond as directed to all emergency, crisis, and disaster situations
• Collect data and documentation that assists in identifying areas needing improved customer service
• Assist leaders in recommending changes in facility and departmental policy and procedure
• Facilitate improved customer service by identifying, responding to, and directing complaints, concerns, and compliments to the appropriate staff members and leaders
• Accurately record and submit all documentation/statistical reports for services provided to patients and families
• Limit access to protected health information (PHI) to the information reasonably necessary to do the job
• Share information only on a need-to-know basis for work purposes
• Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility within the organization
• Computerized access to PHI for this job has been determined as described above and is controlled
• Plans, organizes, and assists with the department's operations and support services
• Coordinates work and schedules for the Guest Relations team, ensuring excellent service to all patients, healthcare team members, and hospital guests
• Interacts with all members of the Leadership team to ensure smooth and efficient operations

Requirements

• High School Diploma or GED required
• Valid Driver's License
• Basic Life Support Certification
• Annual Defensive Driving Course
• Ability to type 60 words per minute
• Computer proficiency