Guest Services Associate

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

10d•$18•Onsite

About The Position

The Guest Services Associate greets patients, families, and visitors and assists with other customer service initiatives to improve the patient experience including providing helpful information or assistance with way-finding on campus. The Guest Services Associate provides exceptional customer service to everyone in the facility by exuding warmth, genuine care, and taking pride and joy in this role. Mary Free Bed stands apart from other organizations by the unique combination of: Essential Job Responsibilities Make eye contact and pleasantly greet each patient, visitor, and staff member as they arrive; maintains a pleasant, friendly and professional demeanor with all guest, client, staff members and coworkers to create favorable first and last impressions Ask arrivals the nature of his/her visit and assist arrivals in finding his/her correction location. Utilize patient experience volunteers to help escort patients, families, and/or visitors to the correct destination. Secures courtesy wheelchairs for guests as needed. Assist arrivals with belongings and equipment if needed. Assist arrivals with topographical and informational orientation to the main lobby, registration, check-in kiosks and wait areas. Offer information regarding local resources upon request. Provides information and assistance to inpatient admissions, outpatients, visitors, and staff at the West Information Desk, as assigned. Follows all procedures for visitor sign-in and visitor badge processes. Assist patients, families and/or visitors with departure and provide a warm good-bye, offering any additional assistance, if needed. Protects all hospital guest and staff’s confidentiality according to HIPPA requirements Maintains a clean work environment, assuring main and west lobby areas are neat and tidy, as well as surrounding areas of entries, valet podium, guest services station, wheelchairs and trash receptacles. Checks courtesy wheelchairs for safe operation prior to each use. Disinfects courtesy wheelchairs after each use. Creates and maintains an atmosphere of warmth, personal interest and positive emphasis Maintains positive appearance and professional image Adheres to hospital policies Maintains a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference rooms and other pertinent information Completes incident reports that are detailed and strictly factual Communications Responsibilities: Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates Ability to use communication devices (phones, radios, etc) in a clear, concise and professional manner to meet and exceed the internal and external customer service expectations. Embrace Diversity, Equity and Inclusion, by: T reating everyone with dignity and respect O pening more doors to opportunities for underrepresented cultures G rowing talent and people E valuating and eliminating disparities T aking action against injustices, bias and racism H onoring our differences and how to collaborate E ducating staff, patients and the communities we care for R estoring Hope and Freedom, together Customer Service Responsibilities Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information. Responsibilities in Quality Improvement Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Requirements

High school diploma or GED
Two years of customer service experience (Health Care industry preferred)
Ability to walk short distances, or be independent in wheelchair mobility
Ability to stand or sit for long periods of time up to ten hours per day, varying per assignment each shift
Competent with computers and with Microsoft Office Suite software (i.e. Outlook, Word, Excel, Access, etc.)
Functional hearing abilities for communications from a cellular phone or other telephonic devices and PA speakers.
Ability to work flexible schedules and extended hours as needed.
Must have problem resolution skills
Must have ability to manage multiple priorities
Ability to speak, read and write standard English language; to read and comprehend simple instructions, short correspondence and memos; to write simple correspondence
Must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form

Nice To Haves

Bilingual
Previous guest service, concierge, or customer service

Responsibilities

Make eye contact and pleasantly greet each patient, visitor, and staff member as they arrive; maintains a pleasant, friendly and professional demeanor with all guest, client, staff members and coworkers to create favorable first and last impressions
Ask arrivals the nature of his/her visit and assist arrivals in finding his/her correction location.
Utilize patient experience volunteers to help escort patients, families, and/or visitors to the correct destination.
Secures courtesy wheelchairs for guests as needed.
Assist arrivals with belongings and equipment if needed.
Assist arrivals with topographical and informational orientation to the main lobby, registration, check-in kiosks and wait areas.
Offer information regarding local resources upon request.
Provides information and assistance to inpatient admissions, outpatients, visitors, and staff at the West Information Desk, as assigned.
Follows all procedures for visitor sign-in and visitor badge processes.
Assist patients, families and/or visitors with departure and provide a warm good-bye, offering any additional assistance, if needed.
Protects all hospital guest and staff’s confidentiality according to HIPPA requirements
Maintains a clean work environment, assuring main and west lobby areas are neat and tidy, as well as surrounding areas of entries, valet podium, guest services station, wheelchairs and trash receptacles.
Checks courtesy wheelchairs for safe operation prior to each use.
Disinfects courtesy wheelchairs after each use.
Creates and maintains an atmosphere of warmth, personal interest and positive emphasis
Maintains positive appearance and professional image
Adheres to hospital policies
Maintains a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference rooms and other pertinent information
Completes incident reports that are detailed and strictly factual
Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates
Ability to use communication devices (phones, radios, etc) in a clear, concise and professional manner to meet and exceed the internal and external customer service expectations.
Treating everyone with dignity and respect
Opening more doors to opportunities for underrepresented cultures
Growing talent and people
Evaluating and eliminating disparities
Taking action against injustices, bias and racism
Honoring our differences and how to collaborate
Educating staff, patients and the communities we care for
Restoring Hope and Freedom, together
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.