Guest Advocate | Emergency Department, Part-Time, 3rd shift (Includes every other weekend rotation)

Memorial Health•Marysville, OH

30d•Onsite

About The Position

We are looking for a Guest Advocate to join our collaborative team at Memorial Health! What You'll Do: Welcomes all visitors to the Emergency Department, approaches daily work activities with an “everything is my job” attitude; uses above average communication skills with a solid grasp of proper grammar; pleasantly accommodates/communicates to a broad range of guests with a variety of needs; smiles for an entire shift and conveys genuine enthusiasm and happiness; functions as a daily liaison between patients, family members, visitors, employees, physicians; demonstrates being proactive, approachable and solution focused; deescalates hostile or displeased guests using conflict resolution skills; collaborates and works effectively with diverse personality and skill sets to achieve common goals; makes decisions and takes action with the best interest of the hospital in mind; sets example of customer service for all employees to emulate; recommends new/additional services and amenities based on customer feedback; develops a thorough understanding of all key services and amenities and possesses the ability to deliver service or information about service in an exceptional and timely manner; serves as primary resource for visitors and guests seeking information, assistance or recommendations and is a liaison between guests and other departments in an effort to provide an exceptional experience; provides wheelchair assistance and ensures supply of wheelchairs in the storage area; keeps waiting room neat and organized. Tracks and communicates customer complaints or praises on a daily and weekly basis; maintain order and cleanliness at the Guest Advocate desk; directs sales representatives to Materials and contractors to Security Office for sign in; participates in department projects; obtains patient name and date of birth and applies armbands with this information; obtains pre-admission and admission information from patient and physician office; obtains required signatures; initiates patient chart; assists nurses with filling out triage papers on patients; verifies accuracy of information to ensure appropriate patient care decisions; refrains from using unacceptable abbreviations in written documentation; contacts transportation services; posts employee communications and memos. Responds to emergencies outside normal working hours; attends nonviolent crisis intervention (NVCI) training on an annual basis; participates in Code Orange training on an annual basis; participates in customer service committee; assists Emergency Department staff. Exhibits behaviors reflective of Memorial’s core values: Compassion, Accountability, Respect, Excellence, and Service Demonstrates regular and predictable attendance. 80% of Guest advocate and staff meetings. Attends all mandatory education, and in-services (i.e., team training, safety, infection control, etc.); completes mandatory health requirements. Employee performs within the prescribed limits of the hospital’s and department’s Ethics and Compliance program and is responsible to detect, observe and report compliance variances to their immediate supervisor, or upward through the chain of command, the Compliance Officer, or the hospital hotline. Employee performs within the prescribed limits of the hospital’s and department’s Ethics and Compliance program and is responsible to detect, observe and report compliance variances to their immediate supervisor, or upward through the chain of command, the Compliance Officer, or the hospital hotline.

Requirements

Associates degree in hospitality or other service industry with focus on customer service/guest relations or a minimum of 3 years customer service experience in a healthcare setting
Attains American Heart Association’s BLS certification within two (2) months of employment and maintains continuous certification

Responsibilities

Welcomes all visitors to the Emergency Department
Functions as a daily liaison between patients, family members, visitors, employees, physicians
Deescalates hostile or displeased guests using conflict resolution skills
Recommends new/additional services and amenities based on customer feedback
Serves as primary resource for visitors and guests seeking information, assistance or recommendations and is a liaison between guests and other departments in an effort to provide an exceptional experience
Provides wheelchair assistance and ensures supply of wheelchairs in the storage area
Keeps waiting room neat and organized
Tracks and communicates customer complaints or praises on a daily and weekly basis
Maintains order and cleanliness at the Guest Advocate desk
Directs sales representatives to Materials and contractors to Security Office for sign in
Participates in department projects
Obtains patient name and date of birth and applies armbands with this information
Obtains pre-admission and admission information from patient and physician office
Obtains required signatures
Initiates patient chart
Assists nurses with filling out triage papers on patients
Verifies accuracy of information to ensure appropriate patient care decisions
Refrains from using unacceptable abbreviations in written documentation
Contacts transportation services
Posts employee communications and memos
Responds to emergencies outside normal working hours
Attends nonviolent crisis intervention (NVCI) training on an annual basis
Participates in Code Orange training on an annual basis
Participates in customer service committee
Assists Emergency Department staff
Exhibits behaviors reflective of Memorial’s core values: Compassion, Accountability, Respect, Excellence, and Service
Demonstrates regular and predictable attendance
Attends all mandatory education, and in-services (i.e., team training, safety, infection control, etc.)
Completes mandatory health requirements
Employee performs within the prescribed limits of the hospital’s and department’s Ethics and Compliance program and is responsible to detect, observe and report compliance variances to their immediate supervisor, or upward through the chain of command, the Compliance Officer, or the hospital hotline