Guest Services Coordinator PT M-F 2:00-6:00PM

UMC Health System

3d•Onsite

About The Position

Performs several duties, including greeting patients, staff, and visitors, escorting visitors, calling departments, clinics, and staff to coordinate visitation and patient appointments. Handling gifts and donations, answering and routing calls, and keeping paperwork/systems organized. The position is a key, community-facing position that frequently interacts with the pubic. Ability to provide exceptional customer experience, de-escalate situations, interact with leaders and multi-disciplinary teams, establish rapport, assist guest and patients, and proactively ensure that every guest has an exceptional experience. Must have knowledge of computers, phones, Microsoft products, and customer service principles. Hours may vary depending on the scheduled shift. Must interact frequently with patients, medical professionals, and supervisors, and must have excellent verbal and written communication skills and be personable and professional. Act as the liaison of Guest Services, providing support, taking ownership of situations to find amenable solutions, and leveraging resources effectively. Assist department Director with Guest Services enhancement, communicating needs as they arise, and supporting efforts to further improve service. Assist with staffing for Information Desks, lobbies and other main entrances Research customer service best practices, tools and resources to improve department and guest experience. Present findings to department leaders and in staff meetings and assist with implementation. Serve as the key liaison for the public when entering and leaving the hospital campus, assisting with requests, complaints, and ensuring the SIOP culture is conveyed to each visitor. Assume responsibility for maintaining the cleanliness and proper utilization of the UMC entry points (Main Lobby, East Tower, MOPS, EC, etc.) by leveraging various departments for support as needed (i.e. Environmental Services, Facilities, Security, Patient Experience, etc.) Professionally assist clinics, hospital departments, staff, visitors and patients navigate the health system, identifying appointment times/locations/services. Escort patients and visitors to their appointments with exceptional customer service. Deliver gifts and donations to intended location, assisting with tracking of all gifts and donations. Leverage and promote the utilization of technology and other resources to enhance the health system experience and navigation (i.e. Wayfinding, mobile application utilization, Directory access, etc.) Responsible for answering phone calls, handling multiple phone calls according to priority and in a timely manner, demonstrating proper professional and courteous phone etiquette, with a positive attitude in response and tone. Responsible for ensuring lobbies are stocked with supplies, flyers, wheelchairs and other items to ensure all guests have exceptional experience. Utilize various internal programs while providing assistance with data gathering as well as Microsoft Office products for communication, reports, etc. Perform all duties within HIPAA regulations, maintaining confidentiality of all doctor, staff and patient information when appropriate. Other related duties as may be required from time to time.

Requirements

High school diploma and a minimum of three years of public relations or customer service.
Knowledge of computers, phones, Microsoft products, and customer service principles.
Must interact frequently with patients, medical professionals, and supervisors, and must have excellent verbal and written communication skills and be personable and professional.
Must be able to multi-task and work in a fast-paced environment with frequent interruptions.
Excellent written and oral communication skills, as well as analytical abilities
Experience in conflict management and ability to handle stress
Ability to multi-task and work in a fast-paced environment
Ability to use various computer programs including Microsoft Word, Excel and Teams
Excellent relationship building and interpersonal skills; strong collaborator

Nice To Haves

Knowledge of medical terminology and healthcare experience is preferred.
Experience dealing with escalated customer service issues, coordinating multiple projects and interacting with various departments preferred.
Experience interacting with general public.
Spanish speaking is desired, not mandatory.

Responsibilities

Act as the liaison of Guest Services, providing support, taking ownership of situations to find amenable solutions, and leveraging resources effectively.
Assist department Director with Guest Services enhancement, communicating needs as they arise, and supporting efforts to further improve service.
Assist with staffing for Information Desks, lobbies and other main entrances
Research customer service best practices, tools and resources to improve department and guest experience.
Present findings to department leaders and in staff meetings and assist with implementation.
Serve as the key liaison for the public when entering and leaving the hospital campus, assisting with requests, complaints, and ensuring the SIOP culture is conveyed to each visitor.
Assume responsibility for maintaining the cleanliness and proper utilization of the UMC entry points (Main Lobby, East Tower, MOPS, EC, etc.) by leveraging various departments for support as needed (i.e. Environmental Services, Facilities, Security, Patient Experience, etc.)
Professionally assist clinics, hospital departments, staff, visitors and patients navigate the health system, identifying appointment times/locations/services.
Escort patients and visitors to their appointments with exceptional customer service.
Deliver gifts and donations to intended location, assisting with tracking of all gifts and donations.
Leverage and promote the utilization of technology and other resources to enhance the health system experience and navigation (i.e. Wayfinding, mobile application utilization, Directory access, etc.)
Responsible for answering phone calls, handling multiple phone calls according to priority and in a timely manner, demonstrating proper professional and courteous phone etiquette, with a positive attitude in response and tone.
Responsible for ensuring lobbies are stocked with supplies, flyers, wheelchairs and other items to ensure all guests have exceptional experience.
Utilize various internal programs while providing assistance with data gathering as well as Microsoft Office products for communication, reports, etc.
Perform all duties within HIPAA regulations, maintaining confidentiality of all doctor, staff and patient information when appropriate.
Other related duties as may be required from time to time.