Hospitality Liaison
About The Position
The Hospitality Liaison welcomes visitors, patients, and employees to the hospital and provides courteous, helpful support in the front lobby and emergency department waiting rooms. The role assists with transportation needs, including helping patients into and out of wheelchairs and private vehicles, and provides directions or escorts visitors to hospital departments. The liaison listens to visitor and patient concerns, addresses them when possible, or refers them to management or administration. The position also performs basic clerical and lobby upkeep tasks, such as checking patient locations on a computer, folding brochures, coordinating with marketing, and contacting housekeeping as needed. Brown University Health employees are expected to model the organization's values of Compassion, Accountability, Respect, and Excellence. Employees are also expected to demonstrate the core Success Factors: Instill Trust and Value Differences; Patient and Community Focus; and Collaborate.
Requirements
- High school diploma.
- Demonstrate a positive attitude and a desire to assist customers.
- Ability to work independently and be flexible.
- Treat customers courteously, respectfully, and compassionately; respond patiently and appropriately to questions and requests.
- Handle interruptions skillfully and maintain a professional appearance and demeanor.
- Strive to prevent or resolve customer concerns to the customer's satisfaction.
- Develop work skills using available resources, including in-services, formal educational programs, other work groups, and on-the-job training.
- Listen for visitor and patient complaints or issues and forward information to administration for correction.
- Demonstrate understanding of relevant hospital and departmental policies, procedures, and safety issues, and awareness of hospital programs, services, and their locations.
Nice To Haves
- Previous strong customer service background.
- Previous experience in a healthcare environment.
Responsibilities
- Welcome visitors, patients, and employees to the hospital with a positive attitude and a warm greeting.
- Assist with patient and visitor transportation needs when necessary.
- Assist patients into and out of wheelchairs and private vehicles when needed.
- Provide directions to hospital departments and escort visitors to departments when necessary.
- Listen for visitor and patient complaints, address concerns immediately when possible, or contact management or administration.
- Perform clerical tasks, including checking patient locations on a computer, folding brochures, and working with marketing.
- Keep the lobby and emergency department waiting rooms neat and orderly, contacting housekeeping when needed.
- Complete assignments within an acceptable time frame and use time and resources effectively.
- Maintain efficient working relationships, reliable attendance and punctuality, and collaborate with others to achieve positive outcomes.
- Contribute to quality customer service, offer solutions to concerns, produce quality work, and take responsibility for correcting work as needed.
- Attend and participate in staff meetings and in-services, or review documentation as required.
- Recognize when assistance or consultation is appropriate and seek it.
- Understand relevant hospital and departmental policies, procedures, and safety issues, and be aware of hospital programs and service locations.
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What This Job Offers
Education Level
High school or GED
