Guest Service Rep II
Cincinnati Children's•Greendale, WI
•$17 - $20•Onsite
About The Position
The Guest Service Rep II works in the Guest Services department at the Burnet Campus and provides welcoming, professional, and timely assistance to patients, families, staff, and external agencies. The role supports phone management, visitor access, problem resolution, and clear communication while following Cincinnati Children’s policies and procedures. The position is full-time, scheduled for 40 hours per week on the evening shift.
Requirements
- High school diploma or equivalent.
- No directly related experience required.
Responsibilities
- Work collaboratively to manage phone call volume and queues, using phone systems and appropriate login, transfer, and conference etiquette.
- Assist patients, families, staff, and external agencies in a welcoming, professional, and timely manner.
- Anticipate guest support needs, approach visitors who appear lost, identify needs, and provide services that meet or exceed expectations.
- Stay informed about clinic locations, daily events, and policy or procedure changes, and communicate updates clearly and positively to families and staff.
- Escort families, patients, and other guests to specific locations; deliver meal cards to families through Guest Services; and distribute organizational bus passes.
- Look up itineraries in Epic to assist patients and families, perform non-routine functions, and remain positive when addressing problems and negative situations.
- Respect parents’, guardians’, and adult patients’ preferences about who may visit by communicating visitor policy and enforcing approved and unapproved visitor preferences.
- Provide visitor badges and access suited to visitor needs, educate staff about policy and process as needed, and manage visitor-management supplies as needed.
- Investigate and resolve guest requests, questions, and problems by applying knowledge of the assigned function and following organizational policies and procedures.
- Communicate clearly and concisely across communication channels, adapt communication style and tone to the situation and audience, and notify appropriate staff about recurring work-process or system problems and errors.
- Act as a department resource or precept others as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
