Guest Services Rep

Trinity Health•Muskegon, MI

About The Position

Provides a welcoming and resourceful presence as the first contact for patients, families, friends and visitors. Requires outstanding communication and problem-solving skills, exceptional knowledge of the hospital’s mission and values as well as a passion for excellence. Displays a high energy, can-do attitude in a highly visible position requiring a professional presence.

Requirements

High school diploma or equivalent combination of experience and education.

Nice To Haves

Certification or Associates degree in healthcare, business, or related field.
One to two years guest/customer services experience

Responsibilities

Communicates, collaborates, and welcomes colleagues, patients, visitors, volunteers and families in a professional and helpful manner. Provides “Something More” to all guests.
Provides wayfinding services and assists in escorting patients towards their destination. Knowledgeable on most of the campus departments and locations to provide accurate information and directions to patients, visitors, and families
Empathetically assesses patient or visitor's needs and determines next steps to support their experience and safety (wheelchair assistance, escort needed, inability to comply to safety guidelines, masks, etc.). Recognizes and refers questions of a medical or personal nature appropriately.
Follows screening guidelines to ensure appropriate access to the facility to all patients, visitors, and colleagues and performs basic tasks, such as temperature screenings, for patients, visitors, and colleagues.
Maintains a respectful work environment and cooperative relationships with colleagues, providers, vendors and visitors. Approaches conflict in a professional, calm and constructive manner; escalates problem resolution to manager or other identified resources, as needed and according to protocols and processes. Creates a positive environment that promotes customer satisfaction.
Ensures timely delivery of patient items – flowers, balloons, cards, personal belongings, etc. Assists patients to ensure parking tickets are appropriately validated.
Appropriately accesses and utilizes computer systems, such as SPOK, EPIC and Innquest, while abiding by HIPPA guidelines, to assist others as needed.
Understands operating procedures, cash-handling processes, compliance reports and duties at all Guest Services locations.
Assesses and retrieves daily supplies needs from the main supply for daily designated location and maintains a clean environment through routine cleaning of entrance and screening tables on a routine basis.
Maintains a professional image in work area and appearance, consistent with the standards established for Mercy Health Saint Mary’s and Trinity Health.
Performs other related duties as assigned.