GUEST RELATIONS REPRESENTATIVE, FH - FAMILY CENTER (4046466002)

Froedtert Health•MILWAUKEE, WI

7d•Onsite

About The Position

The Guest Relations Representative serves as the “First Impression Officer” of the Froedtert & The Medical College of Wisconsin health network, providing exceptional, memorable, concierge-style service and hospitality to patients, families, and visitors. The representative greets visitors, offers navigation and wayfinding assistance, shares helpful information, and helps simplify their experience. The role provides accurate information and directions to patients, staff, and family members; communicates relevant patient-care policies; and supports efficient patient flow and safety. It involves communicating with many individuals and sometimes large groups, including managing stressful situations empathetically. The representative partners closely with customer experience/performance excellence, transport, parking, security, and clinical departments. This is an onsite, 0.5 FTE role at Froedtert Hospital in Milwaukee, Wisconsin, with 20 standard hours per week. The schedule is 6 a.m.–4:30 p.m. on Mondays and Fridays. Holiday work is required; weekend work is not.

Requirements

At least 3 years of customer service experience, or at least 6 months of experience internally at Froedtert Hospital.
Proficiency in Microsoft programs.
Strong verbal intra- and interdepartmental communication skills.
Ability to track data accurately and in a timely manner to support customer service analytics.
American Heart Association Basic Life Support for the Healthcare Provider (BLS), or an AHA-approved equivalent, required within 90 days of hire.

Nice To Haves

High school diploma or equivalent.
Training in situational de-escalation techniques.
Experience with Epic transport or EVS modules.
Bilingual ability.
Ability to execute security protocol assignments during an emergency drill.
Proficiency in Epic.

Responsibilities

Provide exceptional, memorable, concierge-style customer service and hospitality to patients, families, and visitors.
Greet visitors and assist with navigation, wayfinding, helpful information, and simplifying their journey.
Provide accurate information and directions to patients, staff, and family members.
Communicate relevant patient-care policies while supporting efficient patient flow and safety.
Communicate with individuals and groups, managing stressful situations empathetically.
Partner with customer experience/performance excellence, transport, parking, security, and clinical departments.
Track data accurately and promptly to support customer service analytics.