Guest Services Representative

HealthPartners•Saint Louis Park, MN

2d•Onsite

About The Position

The main responsibility of this position is to work cooperatively with all hospital departments and clinics to deliver optimal service to patients, families and guests by anticipating customer needs, greeting and assisting all individuals entering the facility and ensuring that the finest in hospitality and service is consistently provided, with minimal supervision.

Requirements

High School Diploma or equivalent.
3 – 5 years of working in public settings as a receptionist, concierge or other guest contact experience required.
Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients.
Requires knowledge of handicap equipment (wheelchair, walker, crutches, etc.) and how to assist patients, visitors and staff.
Personal computers utilizing Microsoft applications and healthcare databases.
Standard Office equipment
Wheelchairs

Responsibilities

Approaches work from a Customer Experience and Results vantage point, looks for opportunities to assist other team members, or other hospital staff, in serving our patients and guests.
Anticipates needs of patients and families and delivers service according to hospital and department standards.
Able to effectively and accurately direct patients and visitors
Provides wheelchair transportation and/or walking escort to patients and guests as needed.
Rounds throughout the lobby and public areas to ensure availability to guests
Gives direction to volunteers in Guest Experience roles
Integrates services across the hospital and adjoining clinics to ensure exceptional guest experiences
Knowledgeable regarding emergency procedures and processes
Routes media requests to the appropriate resource
Knowledgeable about Joint Commission and other regulatory agencies and knows proper way to receive and announce them
Maintains neat, clean, professional and safe appearance of lobby and other public areas
Reports any needed repairs to proper departments
Assists in maintaining adequate supply of wheelchairs
Encourages guests to provide feedback regarding their experience
Tracks & reports recurring requests from patients and visitors and makes recommendations for long term proactive solutions that improve the patient and family experience.
Performs other miscellaneous duties as necessary. May include but are not limited to:
Attends and participates in staff meetings, and professional development sessions
Actively seeks to build goodwill among team members and across departments
Assists in training new staff and volunteers
Contributes articles to the department newsletter to improve interdepartmental communications
Assists with assembly of mailing materials &/or phone calls.
Other duties as assigned