Guest Service Attendant

Brown Medicine•Newport Beach, CA

6d•$18 - $26•Onsite

About The Position

Under the general supervision of the Director, Patient Experience, the Guest Service Attendant serves as the first point of contact for patients, visitors, and guests at the hospital. The attendant helps create an extraordinary patient experience by welcoming and respecting guests, listening to their needs, answering questions, providing accurate information, and assisting with wayfinding and transport. The role works within hospital and department policies and procedures and is expected to model Brown University Health’s values of Compassion, Accountability, Respect, and Excellence, as well as its core Success Factors: Instill Trust and Value Differences, Patient and Community Focus, and Collaborate. The position functions independently within the broad scope of department policies and practices, referring specific problems to a supervisor when clarification of policies or procedures is needed. There is no supervisory responsibility. The position is based at Newport Hospital in Newport, Rhode Island. Work is variable and includes rotating shifts, weekends, and holidays; the listed shifts are 5:45 a.m.–2:15 p.m. and 11:30 a.m.–8:00 p.m., with eight-hour daily shifts. The posted pay range is $18.00–$25.82.

Requirements

High school diploma or equivalent.
Basic computer skills, including word processing.
Excellent customer service and people skills.
At least one year of customer service experience.
Ability to sit for 3–7 hours per day and stand or walk for 1–3 hours per day.
Ability to lift 10–35 pounds using good body mechanics and bend infrequently.
Ability to use both hands and perform work with moderate deviation from a neutral wrist position, moderate hand/wrist repetitions, and frequent fine motor skills.
Accurate near and far vision, moderate color discrimination, and accurate depth perception.
Ability to hear a whisper at three feet.

Nice To Haves

A degree or certificate in a hospitality-related field is preferred.

Responsibilities

Maintain department policies, procedures, objectives, quality assurance, safety, and environmental control.
Greet patients, visitors, and guests warmly and help them feel welcome and attended to.
Provide wayfinding, transport, wheelchair assistance, parking directions, and directions to hospital services and facilities according to department guidelines.
Serve as a liaison between patients, visitors, guests, and hospital departments; anticipate guest needs and provide an exceptional experience.
Screen visitors and patients using the approved process, ensure COVID etiquette is followed, and communicate the hospital visitor policy clearly and respectfully.
Maintain the main entrance personal protective equipment inventory and order stock as needed.
Provide backup for security personnel in the patient and visitor badging system.
Use interpreter services or an interpreter on wheels when needed.
Work with environmental services to keep main lobby spaces clean and tidy, and monitor and control lobby traffic with security personnel.
Answer telephone calls using appropriate techniques and identification; respond to inquiries about patient room numbers, visiting hours, and other limited patient information.
Notify appropriate personnel when visitors arrive and follow hospital visitor guidelines.
Manage patient belongings, food, and flowers brought by families and ensure prompt delivery to the correct destination.
Preserve and protect the confidentiality of information and protect the privacy of patients who are restricted from the patient directory.
Use a computer terminal to retrieve patient room numbers and extensions, admissions, discharges, and religious affiliation.
Provide approved clergy representatives from area parishes and synagogues with information about their parishioners who are patients.
Distribute and log specialized keys for designated volunteers.
Ensure vendors sign in and out at the vendor registration terminal.
Oversee delivery of newspapers to departments, patient rooms, and waiting areas.
Support Café 1873 customers with credit card purchases, keep the space stocked and clean, and contact the vending company when equipment service is needed.
Attend in-service and educational programs and participate in staff meetings.
Assist with care and maintenance of department equipment and supplies.
Perform other related duties as required.