Patient Guest Services Assistant I

Cleveland Clinic • Great Barrington, MA

5d • Onsite

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Job Details Join Cleveland Clinic Fairview Hospital and experience world-class healthcare at its best. Cleveland Clinic Fairview Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center, the highest honor an organization can receive for professional nursing practice. On our team, you will provide stellar care at one of the top healthcare organizations in the nation. As a Patient Guest Services Assistant, you will be stationed at an information desk providing customer service by giving directions to patient rooms and other hospital areas while also assisting with patient mobility needs, including pushing wheelchairs and escorting patients to appointments. In this role, you will serve as a local resource for visitors and ensure a safe environment for patients, guests and caregivers. A caregiver in this role works day/evening/weekend shifts varying from 7:00 a.m. – 8:00 p.m. with holiday requirements. A caregiver who excels in this role will: Ensure that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care. Greet, welcome and assist patients, guests and colleagues by aiding, providing campus directions, obtaining wheelchairs and providing minimal transport. Access patient information to confirm appointment times, appointment locations and room numbers. Provide some concierge services to assist patients and guests with accessing Internet information (driving directions, restaurants, shopping, and amenities) in the hospital and within the community. Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience. Correct and/or report safety, maintenance, and cleaning needs. Respond to Code Blue and Code Red emergencies with appropriate equipment. Coordinate patient needs with other departments.

Requirements

• High School Diploma or GED
• Basic computer skills: Epic, Outlook and other internal systems
• Two years of experience in a customer service role with at least one year of providing face-to-face customer service
• Ability to function with empathy, friendliness and professionalism when interacting with patients and guests
• Ability to push wheelchairs and transport patients to appointments

Nice To Haves

• Associate’s degree
• Excellent customer service skills

Responsibilities

• Ensure that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care.
• Greet, welcome and assist patients, guests and colleagues by aiding, providing campus directions, obtaining wheelchairs and providing minimal transport.
• Access patient information to confirm appointment times, appointment locations and room numbers.
• Provide some concierge services to assist patients and guests with accessing Internet information (driving directions, restaurants, shopping, and amenities) in the hospital and within the community.
• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.
• Correct and/or report safety, maintenance, and cleaning needs.
• Respond to Code Blue and Code Red emergencies with appropriate equipment.
• Coordinate patient needs with other departments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees