Guest Experience Specialist PRN

Parkland Health

9d • Onsite

About The Position

The Guest Experience Specialist provides exceptional hospitality and customer service to patients, families, visitors, vendors, and staff. The role welcomes people arriving at and departing from the hospital, offers directions and general campus information, and helps ensure they can access appropriate services and locations. The specialist serves as a patient and family liaison, coordinates information and referrals with hospital departments, helps resolve issues, and provides concierge support, including transportation arrangements. The position also supports a clean, comfortable environment, communicates hospital policies and procedures, follows infection-prevention practices, and escorts patients and families to clinical areas while promoting their comfort and safety.

The specialist maintains effective working relationships across the hospital, identifies opportunities to improve processes and customer satisfaction, and stays current on relevant customer-service developments and applicable rules, regulations, policies, laws, and guidelines. The role is PRN and requires availability for flexible days and shifts.

Requirements

• 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.
• Ability to exhibit caring, service-oriented behavior and diffuse emotionally charged situations.
• Ability to apply sound judgment when addressing 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.
• Must be able to work flexible days and shifts.

Responsibilities

• Welcome patients, families, vendors, visitors, and staff upon arrival at and departure from the hospital.
• Serve as a patient and family liaison, identifying resources that help ensure a positive experience.
• Assist with resolving problems during entry or exit, coordinating with resources such as social work and security.
• Coordinate information collection with hospital departments to direct incoming traffic to appropriate locations.
• Support management and the department in providing seamless service.
• Coordinate concierge information and resources for families, including accurate communication from hospital staff about patients.
• Maintain a clean, neat, comfortable environment and ensure needed supplies are available.
• Refer families to appropriate department resources, such as social work or the business office.
• Communicate and explain policies and procedures to families in a supportive, positive manner.
• Use proper hand hygiene upon entering the facility to support infection prevention.
• Interface with affiliated facilities to expedite and assist with efficient service for jointly seen outpatients.
• Physically escort patients and families to appropriate clinical areas, ensuring comfort and safety.
• Serve as a liaison among clinic departments, physicians, patients, and families.
• Provide concierge services, including arranging transportation upon request.
• Provide inpatient room numbers, outpatient clinic locations, and general hospital campus information.
• Answer telephones, 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 effective communication with visitors.
• Identify opportunities to improve work processes and customer satisfaction; make recommendations and implement and monitor results as appropriate.
• Stay current on customer-service developments by attending in-house seminars or workshops and reading internal publications, and apply acquired knowledge to work practices.
• Maintain knowledge of rules, regulations, policies, laws, and guidelines affecting the Guest Experience Department, and seek guidance as needed.
• Develop effective internal controls that promote adherence to applicable laws and accreditation and health-plan requirements.

What This Job Offers

• Education Level: No Education Listed