Guest Experience Specialist

Spartanburg Regional Healthcare System•Spartanburg, SC

10d

About The Position

The Guest Experience Specialist (GES) assists patients and visitors, primarily in reception and waiting areas, by providing competent, courteous, and efficient service. The GES greets guests, responds to information needs or connects them with appropriate staff, escorts guests to locations, and assists with parking and transportation. In assigned waiting areas, the GES works with Patient Representatives and patient-care staff to meet patient and visitor needs, explain visitation guidelines and available services, and provide out-of-town guests with hotel and community information. The role works closely with physicians, nursing staff, law enforcement, EMS, and area leadership. The GES maintains telephone and radio communication with Emergency Services, keeps the environment clean and suitable for waiting, and serves as a liaison between physicians and families by providing timely, accurate updates. The GES uses conflict-resolution skills to de-escalate upset patients and visitors, supports family members of dying or deceased patients, and contacts chaplaincy as needed. The GES coordinates interpretive services for people with limited English proficiency or other communication deficits and escalates serious complaints or concerns requiring additional resources to the Patient Representative or, when necessary, the Manager. Associates are encouraged to support Spartanburg Regional Healthcare System’s involvement in the communities it serves.

Requirements

High school diploma or GED.
One year of customer service and complaint management experience.
Moderate skills in Microsoft Office Suite and ability to learn new computer skills.
Excellent verbal and written communication skills.

Nice To Haves

BA or BS degree.
Four or more years of healthcare experience.
Four or more years of customer service and complaint management experience.
Familiarity with medical terminology.

Responsibilities

Greet patients, family members, and visitors at the front desk.
Collect valuables.
ERQ patients at the front desk.
Receive radio communication from EMS and enter information into the EMR.
Round on patients in the department.
Order meals for patients and stock nourishment.
Assist with transportation for discharged patients.
Direct patients and families to chaplaincy as needed.
Coordinate interpretive services for customers with limited English proficiency.
Direct family members of guests to community services.
Escalate complaints to the Patient Representative for the area.
Provide information and connect guests with appropriate staff or resources.
Escort guests to specific locations and assist with parking and transportation needs.
Explain visitation guidelines and available services to patients, families, and visitors.
Provide hotel and community information to out-of-town guests.
Maintain telephone and radio communication with Emergency Services.
Maintain a clean and tidy waiting environment.
Act as a liaison between physicians and families by providing timely and accurate updates.
Use conflict-resolution skills to de-escalate upset patients and visitors.
Provide comfort to family members of dying or deceased patients and call chaplaincy as needed.
Work with Patient Representatives, patient-care staff, physicians, nursing staff, law enforcement, EMS, and area leadership to meet guest needs.