Guest Experience Specialist

Parkland Health

23d

About The Position

The Guest Experience Specialist provides hospitality and customer service to patients, families, visitors, vendors, and staff at Parkland. The role welcomes people arriving at and departing from the hospital, offers directions and general information, and helps ensure visitors can access the appropriate services and locations. The specialist serves as a liaison among patients, families, clinic departments, physicians, hospital staff, and affiliated facilities, helping coordinate information, referrals, and resources to support a positive experience. The position also provides concierge support, including arranging transportation upon request, answering telephones, accessing computerized patient information, and physically escorting patients and families to clinical areas. The specialist helps resolve entry and exit issues, communicates hospital policies and procedures supportively, maintains a clean and comfortable assigned environment with necessary supplies, and follows hand-hygiene practices. The role supports service improvement, keeps current with developments in customer service, and maintains knowledge of applicable policies, laws, regulations, and accreditation requirements. Schedule: Monday through Friday, 2:00 p.m. to 6:00 p.m.

Requirements

At least one year of experience in a healthcare or customer service environment.
Must be able to provide assistance, answer complaints, and expedite services.
Very strong interpersonal skills and the ability to represent Parkland positively and effectively.
Exceptional customer service skills when dealing with the public.
Caring, service-oriented behavior and the ability to diffuse emotionally charged situations.
Sound judgment when addressing a variety of questions and problems from patients, family members, and visitors.
Ability to multitask patient, family, and visitor requests while maintaining control of the assigned area.
Basic computer skills demonstrated through competency exams.

Responsibilities

Welcome patients, families, vendors, visitors, and staff upon arrival at and departure from the hospital.
Provide directions, general information, and assistance to help visitors access hospital services and locations.
Serve as a patient and family liaison by identifying resources and coordinating information with hospital departments.
Assist with resolving issues during hospital entry or exit, including coordinating with social work or security as appropriate.
Coordinate referrals and information so incoming traffic is directed to the appropriate location.
Provide support to management and the department to help deliver seamless service.
Coordinate concierge information and resources for families, including accurately relaying information from hospital staff to families about patients.
Maintain a clean, neat, and comfortable environment and ensure needed supplies are available.
Refer families to appropriate department resources, such as social work or the business office.
Communicate and educate families about policies and procedures in a supportive manner consistent with Parkland’s mission and policies.
Use proper hand hygiene upon entering the facility to support infection prevention.
Interface with affiliated facilities when outpatients are seen jointly to expedite service.
Physically escort patients and families to appropriate clinical areas while ensuring their comfort and safety.
Serve as a liaison among clinic departments, physicians, patients, and families.
Arrange transportation upon request as part of concierge services.
Provide inpatient room numbers, outpatient clinic locations, and general hospital campus information to patients, visitors, and staff.
Answer telephones and access computerized patient information, such as clinic appointment date, time, and location, and provide general hospital information.
Maintain positive working relationships with hospital staff to facilitate communication between staff and visitors.
Identify opportunities to improve work processes and customer satisfaction; make recommendations and implement and monitor results as appropriate.
Stay current with customer-service developments through seminars, workshops, and internal publications, and apply knowledge gained to work practices.
Maintain knowledge of applicable rules, regulations, policies, laws, guidelines, and accreditation requirements; develop effective internal controls and seek guidance when needed.