Guest Services Associate CMC

American Addiction Centers

12d • $19 - $28 • Onsite

About The Position

The Guest Services Associate is responsible for emulating the concept of "customer service" while performing all related job duties. This role assists in establishing customer service standards, policies, and procedures. The associate acts as a resource person for all hospital associates and partners in customer service matters and serves as a guest advocate for all internal and external guests. They assist in the development of "customer service excellence" standards that meet and exceed customer expectations and partner flexibly with all team members in Guest Services and all departments in the medical center to meet customer needs. As a department under the umbrella of customer service, guest services associates serve as liaisons for patients and provide support to all departments by assisting with patient needs and concerns, resolving patient issues, applying service recovery when appropriate, and connecting patients with the appropriate individual who can resolve the issue. Team members serve as a "voice of the customer" by conducting rounds on inpatient units to assist patients who may feel they are not receiving adequate service, resolving issues or contacting the appropriate person, and following up to ensure action has been taken. The role also involves assuming responsibilities for concierge outcomes, participating in evaluations, and designing and implementing action plans to maintain high service standards. Associates attend team meetings, bringing pertinent information such as monitoring indicator results, recommendations for improvements, problem-solving recommendations, and general service information. They act as a customer service excellence and information team resource person to hospital associates and promote patient safety by reporting issues through established channels and participating in safety initiatives. They provide information to guests, associates, and partners as needed, including information on scheduled meetings, ACH education programs, and accept/disseminate guest, associate suggestions, concerns, and questions. They act as a liaison between guests and all other hospital areas, including directing guests to the Cashier/business office, informing valet service, communicating with outpatient areas, and coordinating with security. They also coordinate guest information needs with external services such as transportation schedules, dining establishments, hotels, and religious services. Additionally, they assist guests in contacting needed places like insurance companies, PCP referrals, or authorization numbers, and schedule tests and procedures. Associates access information via computer systems, phones, and maps to provide details on appointments, locations, transportation, patient information, and visiting hours. They work with volunteer staff regarding visitor passes and provide information on visitor hours, special visiting hours, and emergency access. They greet and direct guests to patient pick-up areas, acknowledge and welcome guests at entry points, assess immediate needs, and arrange or provide transportation. They escort guests to their initial destination and round in waiting/common areas to ensure guests receive needed care, services, or information. They address guests, associates, and partners according to service standards, provide directions, answer questions, solve problems independently or with assistance, and alert departments of guest arrivals if appropriate. Maintaining a high level of skill and knowledge of hospital personnel, departments, information systems, processes, and general hospital information is crucial to meet the needs of guests, associates, and partners. This includes attending seminars and educational activities, implementing action plans, and maintaining competency in information and telecommunication systems. Associates perform a variety of other services to ensure guest needs are met and the hospital environment is safe, clean, friendly, efficient, and supportive. This includes light housekeeping, notifying appropriate departments of work environment needs, acting as a "runner" to expedite work, and performing additional duties as assigned. They utilize and maintain a high level of skill in information/communication systems, including the universal workstation, printer, telephone system, and paging system, and accurately access computer applications. Certain designated associates provide interpretation as needed.

Requirements

• High school diploma.
• 2 Year hospital experience in a high contact customer service area/department or 2 years of comparable customer service experience.
• Basic CPR qualified preferred.
• Valid Drivers License.
• Basic computer skills and knowledge and skill working with Microsoft office.
• Basic telecommunication system skills and knowledge (receiving/making mullet line calls, paging system, etc.).
• Basic office skills (fax, copy machine, on-line services).
• Excellent organizational, communication, and customer service skills.
• Excellent problem-solving skills.
• Excellent problem-solving skills and the ability to calmly communicate with patients and family members who may be angry and stressed both in person and over the phone.
• Business Writing skills.
• Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs.
• Ability to work week-days, week-ends, holidays, and off shifts in order to serve customers in a medical center environment.
• Ability to maintain composure and professional behavior in extremely stressful situations.
• Must present a clean, well groomed, professional appearance at all times.
• Must be able to perform physical tasks such as standing for the majority of shift, lifting, pushing, moving patients, wheelchairs, carts, etc.
• Must be able to accommodate all customer areas in various locations of the hospital.
• Must be a team player at all times.
• Ability to lift up to 35 pounds without assistance.

Nice To Haves

• Some knowledge of medical terminology preferred.
• Bilingual skills preferred.

Responsibilities

• Emulate the concept of "customer service" while performing all related job duties.
• Assist in establishing "customer service standards" policies and procedures.
• Act as a resource person for all hospital associates and partners in customer service matters.
• Act in the role of guest advocate for all internal and external guests.
• Assist in development of "customer service excellence" standards that not only meet but exceed customer expectations.
• Partner flexibly with all team members in Guest Services and all departments in the medical center in order to meet the needs of our customers.
• Serve as liaisons for our patients and provide support to all departments as needed, by assisting with patient needs and concerns presented to us, resolution of patient issues when possible, application of service recovery when appropriate, connection with appropriate individual who can resolve the issue when necessary and other duties as needed.
• Serve as a "voice of the customer" by conducting rounds on the inpatient units to assist patients who may feel that they are not receiving service that meets their expectation and responding to these needs by resolving the issues or getting in touch with the appropriate person who can.
• Follow up on patients rounded on to assure action has been taken.
• Assume responsibilities for concierge outcomes as a whole and participate in evaluations and action plan design and implementation activities in order to maintain high standards of service.
• Attend team meetings and bring pertinent information to team group (i.e. monitoring indicators results, recommendations for improvements, problem solving recommendations, and general information of overall service).
• Act as a customer service excellence and information team resource person to hospital associates.
• Promote patient safety by reporting of issues through established channels and participating as requested in safety initiatives.
• Provide information to guests, associates and partners as needed, required or determined per individual situations.
• Provide information regarding scheduled meeting dates, times and location, ACH education programs information, etc.
• Accept and disseminate guest, associate suggestions, concerns and questions to appropriate area and/or person.
• Act as a liaison between guests and all other hospital areas to include such things as directing guests to Cashier/business office area, informing valet service of vehicle retrieval request, communication with outpatient areas notifying of patient arrival or particular patient needs, communication with security in order to inform of on-going or potential security situation.
• Coordinate ACH guest information needs with external services or resources such as information regarding bus, train, or taxi schedules or requests, dining establishments, hotels, airline reservation systems, religious service locations and schedule, requests for flowers, personal care items or services, or any other requested services.
• Assist guest in contacting needed places or areas such as insurance companies for approval for care, PCP referrals, or tests and procedures authorization numbers, patients schedule tests and procedures while at the hospital, hospital business departments, patient rooms, etc.
• Access information via a variety of vehicles (multiple computer systems, phones, maps, signs, etc.) and provide information such as place and time of appointment for tests/procedures, location of destination, availability of transportation services, inpatient information, ER patients’ information, visiting hours information, etc.
• Act as a liaison and work with volunteers staff with visitor pass system and provide information to guests regarding visitor hour information, acquisition of special visiting hours, emergency or critical visitor access to patient care areas, receive and communicate messages or instructions as provided by patient care areas, notifies patient care areas of guest arrivals, greets and directs guests to patient pick up areas (i.e. discharge lounge, holding areas, etc.).
• Acknowledge and welcome guests, associates and partners to medical center at all major points of entry.
• Assess guest’s immediate needs and transports or arranges if necessary for transportation to destination.
• Provide escort for guests to their initial destination as needed.
• Round in waiting/common areas to ensure all guests are receiving the care/services/information needed and/or expected.
• Address guests, associates and partners according to service standards.
• Provide directions to hospital areas (departments, POB, DTC, ChRIST Hospital, MRI, Rehab, Floors, etc.) according to service standards.
• Answer questions, solve problems for guests independently or with the assistance of the guest services staff, coordinator or manager.
• Alert departments, patient care centers and/or other hospital areas of guest’s arrival if appropriate.
• Establish and maintain a high level of skill and knowledge of hospital personnel, departments, information systems, processes and general hospital information in order to be considered the “experts” in customer service and to meet the needs of ACH guests, associates and partners.
• Attend seminars, conferences and/or educational activities in order to establish and maintain a high level of skill and knowledge in all facets of the position.
• Implement action plans in response to performance monitoring results as directed by the manager or coordinator.
• Establish and maintain a high level of competency in regards to information and telecommunication systems that are utilized in daily activities.
• Provide a variety of other services and/or perform a variety of other tasks in order to assure that guest’s needs are not only met but exceeded and to ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.
• Perform light housekeeping duties in assigned area (i.e. pick-up papers, inspect furniture and wheelchairs, wipe up small spills, inspect surrounding furniture, etc.).
• Notify appropriate departments of work environment needs, housekeeping needs, emergency situation response needs such as leaks and significant water spills, physical building needs (i.e. painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.).
• Act as a “runner” in order to expedite work or service flow.
• Perform additional duties as assigned by the guest services staff and/or Coordinator or manager.
• Utilize a multitude of information/communications systems in order to obtain information and/or communicate information.
• Maintain a highly competent skill and knowledge level of all information communication systems utilized to include all applications on universal workstation and universal printer, telephone system, paging system, etc.
• Accurately identify and access appropriate computer application in order to obtain or provide required or requests information.
• Perform basic computer trouble-shooting procedures.
• Provide interpretation as needed.

Benefits

• Comprehensive suite of Total Rewards: benefits and well-being programs
• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED