Guest Services Associate

TriHealth

6d•Onsite

About The Position

This position is responsible for the First Impression of the TriHealth hospitals; providing a warm welcome and greeting to all patients, visitors, and other guests. This position requires excellent customer service skills, professional appearance, and key behaviors that help guests feel important, listened to, and made at ease. This position is also responsible for providing guests with information about patient locations, assistance with getting guests where they need to go, and other information and needs of the guests. This position requires resourcefulness, initiative, and flexibility in order to problem solve to meet expectations of internal (other team members) and external (patients, families, guests) customers. This position requires knowledge of and adherence to Hospital/State/Federal HIPAA laws and standards. This position must demonstrate working knowledge of TriHealth departments, functions, locations. This position is located at key access points in the hospitals typically in the main lobbies, secondary lobbies, or high traffic hallways.

Requirements

High School Diploma or GED Degree or GED or Other Related Field (Required)
2 - 3 years experience Customer Service (Required)
Excellent communication and customer service skills
Ability to remain calm, friendly, at all times and in all situations
Ability to de-escalate issues and to escalate concerns as appropriate
Member of a TriHealth council or committee

Responsibilities

Adheres to HIPAA standards and patient/guest/team member confidentiality.
Ensures guests get to where they need to go by either taking them or ensuring they understand how to get there.
Performs Hourly Rounds to check for environmental and other concerns. Escalate concerns as needed.
Serves as a liaison between the treatment team in various locations and the families/visitors in the waiting rooms. Provide updates and pertinent information as needed. Maintains and assumes responsibility for the waiting room areas and escalate environmental/technical concerns as needed. Maintains and promotes a clean environment.
Utilizes EPIC and other tools to provide patient information and departmental information to guests
Acknowledges and greets 100% of guests with smile, warm welcome, and friendly non verbal queues. Exhibits key customer service behaviors aligned with TriHealth values, standards, and the TriHealth SERVE model.