Guest Services Lead - Patient Experience
About The Position
The Guest Services Lead - Patient Experience is responsible for coordinating the activities of assigned teammates, orienting new teammates, and providing ongoing training and assessment of staff. This role also involves training volunteers as appropriate. The Lead participates in regular staff meetings and huddle meetings. A key function is to receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner, while also responding to patient and guest complaints. The position provides assistance and directions throughout the facility, helps families understand hospital and departmental policies, and responds to emergency, crisis, and disaster situations. Additionally, the Lead collects data to identify areas for customer service improvement, assists leaders in recommending policy changes, and facilitates improved customer service by directing complaints, concerns, and compliments to the appropriate staff. Accurate recording and submission of all documentation and statistical reports for services provided are also required.
Requirements
- High School Diploma or GED required.
- Valid Driver's License
- Basic Life Support Certification
- Annual Defensive Driving Course
- Ability to type 60 words per minute.
- Computer proficiency.
- Demonstrates knowledge of the principles of growth and development and demonstrates the skills and competency appropriate to the ages, culture, developmental stages, and special needs of the patient population served.
Responsibilities
- Coordinate activities of assigned teammates.
- Orient new teammates and provide ongoing training and assessment of staff.
- Train volunteers as appropriate to their assignments.
- Participate in regular staff meetings with Supervisors and Huddle Meetings with teammates.
- Receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner.
- Respond to patient and guest complaints.
- Provide guests with assistance throughout the facility, including directions, patient locations, and location of hospital amenities.
- Assist families in understanding hospital and departmental policies and procedures and promote open communication of information as appropriate.
- Respond as directed to all emergency, crisis, and disaster situations.
- Collect data and documentation that assists in identifying areas needing improved customer service.
- Assist leaders in recommending changes in facility and departmental policy and procedure.
- Facilitate improved customer service by identifying, responding to, and directing complaints, concerns, and compliments to the appropriate staff members and leaders.
- Accurately record and submit all documentation/statistical reports for services provided to patients and families.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
