Guest Services Representative

Cincinnati Children's•Greendale, WI

6d•$17 - $20•Onsite

About The Position

The Guest Services Representative provides assistance to patients, families, staff, and external agencies in a welcoming, professional, and timely manner. This role involves anticipating the need for support by demonstrating positive guest service characteristics, approaching visitors who look lost and offering assistance, and identifying the needs of patients, families, and colleagues to provide services that satisfy and exceed expectations. The representative must remain up-to-date with changes in the hospital, including clinic locations, daily events, and policy/procedure changes, and communicate these updates clearly and positively. They will escort families, patients, and guests to specific locations, deliver meal cards, and distribute bus passes. The role requires remaining positive when determining the causes of problems and negative situations, and looking up itineraries in Epic to assist patients and families. Additionally, the Guest Services Representative must respect the right of patients to identify who may and may not visit by communicating visitor policy and enforcing preferences, provide necessary badging and access, and may educate staff on policy/process. They will also investigate and resolve guests' requests, questions, and problems, applying knowledge of the assigned function and adhering to CCHMC's policies and procedures. Communication must be clear and concise in every medium, adapting style and tone to fit situations and audiences. The representative will notify appropriate staff of recurring problems or errors identified within their work process or system and may act as a department resource or precept others.

Requirements

High school diploma or equivalent
No directly related experience

Responsibilities

Handle call volume/queue efficiently.
Provide assistance to patients, families, staff, and external agencies.
Anticipate the need for support and demonstrate positive guest service characteristics.
Approach visitors who look lost and offer assistance.
Identify needs of patients, families, and colleagues and provide services that satisfy and exceed expectations.
Remain up-to-date with hospital changes (clinic locations, events, policies) and communicate them clearly.
Escort families, patients, and guests to specific locations.
Deliver meal cards to families.
Remain positive when determining causes of problems and negative situations.
Look up itineraries in Epic to assist patients and families.
Distribute bus passes.
Respect visitor policies and enforce patient preferences for visitors.
Provide necessary badging and access.
Investigate and resolve guests' requests, questions, and problems.
Answer questions by applying knowledge of the assigned function and adhering to CCHMC's policies and procedures.
Communicate in a clear and concise manner in every medium, adapting communication style and tone.
Notify appropriate staff of recurring problems/errors identified within work process or system.
May act as a department resource or precept others.