GUEST RELATIONS REPRESENTATIVE, FH - FAMILY CENTER

Froedtert•Milwaukee, WI

19h•Onsite

About The Position

The Guest Relations Representative serves as the first impression officer for the Froedtert & the Medical College of Wisconsin health network, delivering concierge-style customer service and hospitality to patients, families, and visitors. The representative greets visitors, helps with navigation and wayfinding, shares useful 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 care flow and safety. It involves communicating with large numbers of people and sometimes groups, managing stressful situations empathetically, and partnering with customer experience/performance excellence, transport, parking, security, and clinical departments. The position is onsite at Froedtert Hospital in Milwaukee, Wisconsin, with an every-other-weekend schedule listed as optional part-time.

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 promptly for 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.
Situational de-escalation techniques.
Epic transport or EVS modules.
Bilingual ability.
Ability to execute security protocol assignments during an emergency drill.
Proficiency in Epic.

Responsibilities

Greet patients, families, and visitors and provide concierge-style customer service and hospitality.
Assist visitors with navigation and wayfinding and share helpful information.
Provide accurate information and directions to patients, staff, and family members.
Communicate relevant patient care policies and support efficient patient care flow and safety.
Communicate with large numbers of individuals and groups and manage 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.
Execute security protocol assignments during an emergency drill, if qualified.