Guest Services Specialist

Monument Health•Rapid City, SD

1d•$17 - $19•Onsite

About The Position

The Guest Services Specialist offers outstanding customer service to our patients, family members, visitors, guests, and other Monument Health caregivers via face-to-face interaction, email and phone. You will provide prompt, courteous and customer-oriented service to patients and visitors and will exemplify a service culture by providing caring experiences, positive first and last impressions, and serve as a liaison to Monument Health resources and caregivers. You will make recommendations and offer suggestions, as well as fulfill patient requests to satisfy their non-clinical needs. This position requires exemplary hospitality skills, knowledge of the facility and local area, work in a challenging environment and an ability to anticipate and exceed the needs of people during one of their most challenging times in life. The Guest Service Specialist collaborates with other Monument Health caregivers, leaders and volunteers to make patient and guest experiences as positive and effortless as possible. Work shifts may rotate and times vary beginning at 5:00 am and ending at 10:00 pm, including weekends and holidays.

Requirements

High School Diploma or GED equivalent

Nice To Haves

2 years of customer service experience
1 years front desk, concierge, or other hospitality experience

Responsibilities

Provide uncompromising service to hospital patients and their visitors by arranging personal and convenience services.
Greet and assist patients and visitors within and around the hospital (Wayfinding).
Assist visitors in connection with patient support and visitation.
Guide and assist visitors through self-check-in at the kiosks for Visitor Management System.
Monitor and manage waiting areas as assigned, promoting comfortable and calm healing space.
Visit admitted patients on a periodic schedule to ensure non-clinical needs are met and promote program knowledge.
Promote meaningful relationships through engaging and informed conversation with patients and visitors via face-to-face interaction, phone and email.
Track accomplishments and challenges, constantly evaluating service levels and reporting them to direct supervisor.
Patient/Visitor Transport to/from rooms via wheelchair.
Provide driving directions and printed maps for area hotel accommodations and attractions.
Enter all patient and visitor requests into a central database.
Project an approachable and professional image at all times.
Maintain a general understanding of events occurring at the hospital.
Respond to patient and visitor requests in a professional, courteous and timely manner, without exception.
All other duties as assigned.