Guest Services Associate / Patient Experience - Casual

Children's Nebraska • Omaha, NE

6d • Onsite

About The Position

Promote a welcoming and reassuring environment for all Children's visitors by exhibiting exemplary customer service skills. Support the needs of patients, families, and other visitors by proactively offering support, connecting them with guest offerings, and answering questions. When needed, take responsibility for engaging other personnel who can help.

Requirements

• High School Diploma Or GED Required
• Knowledge of basic computer commands and ability to learn job-specific programs.
• Maintains confidentiality of proprietary information relating to all aspects of position including, but not limited to, information about, patients, the hospital, Foundation, and donors.
• Ability to communicate clearly and effectively to a varied audience both verbally and in writing.
• Ability to handle multiple tasks at one time

Nice To Haves

• Associate's Degree From an accredited college or university in public relations, human services, communications, education or related field Preferred
• BLS - Basic Life Support - Preferred

Responsibilities

• Welcome and support visitors: Warmly greet all visitors, including patients, families, vendors and staff. Assist visitors in getting where they need to go. Confirm appointment times and locations as needed. Escort visitors, or have a volunteer escort them, whenever possible, in lieu of giving directions. Proactively provide guidance on facility policies and procedures in a helpful manner when appropriate - such as offering a mask, mentioning visiting hours, or asking a vendor to register. Inform visitors of guest services that could enhance their experiences. This could include where to get food, how to navigate the facility, gift shop, programming services, laundry and more. Maintain awareness of daily events, including patients and families expected in your area. Collaborate with Security on visitor management needs.
• Oversee guest areas: Tidy up the areas by picking up trash, wiping down seating areas, and putting furniture back in order. Maintain guest offerings, such as television programming, mask stations, or coffee stations. Notify other departments, such as Environmental Services, Food Services, or Facilities, as needed. Be responsible for visitors in the area, offer assistance, and ensure that any staff for whom they are waiting are aware; notify clinical staff or security if medical or safety assistance is needed. Offer support to visitors who are there for an extended period using distraction and comfort items. As needed, support efforts to keep waiting visitors informed by proactively seeking updates from the staff and offering those to families on a periodic basis.
• Assist phone callers with inquiries, locations and directions
• Accept, record, and handle materials delivered to the desk to support desired outcome.
• Stock area supplies, including office materials, distraction toys, first aid supplies, linens, etc.
• Regular attendance at work is an essential function of the job.
• Perform physical requirements as described in the Physical Requirements section

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED