Patient Guest Services Assistant

Cleveland Clinic-posted about 1 year ago
Full-time • Entry Level
Vero Beach, FL
501-1,000 employees
Ambulatory Health Care Services
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The Patient Guest Services Assistant at Cleveland Clinic Indian River Hospital plays a crucial role in enhancing the patient experience by providing compassionate and informative support to patients, families, and visitors. This position involves direct interaction with individuals in the hospital, ensuring a welcoming environment and facilitating communication between patients and healthcare providers. The role requires a commitment to empathetic care and service recovery, contributing to the overall mission of delivering high-quality healthcare.

  • Meet, greet and assist patients, guests and colleagues by providing directions, obtaining wheelchairs and providing non-medical transport.
  • 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.
  • Facilitate communication among patients, families, caregivers and providers when needed.
  • Provide service recovery as needed and assist with resolving patient and family concerns using the 'Respond with H.E.A.R.T.' model at the point of service.
  • Elevate unresolved concerns to leadership for the department/unit where the concern originated.
  • Actively round in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room.
  • Remain stationary at the front entrance to welcome patients and visitors as needed.
  • Engage with patients about their experience and inquire if they have any other needs prior to leaving.
  • Access patient information to confirm appointment times, locations and room numbers as needed.
  • Provide limited concierge services to assist patients and guests with hospital services and community amenities at designated locations.
  • Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.
  • Observe programs and coach as needed.
  • Respond to medical alerts to assist with patients/visitors, families and obtain appropriate equipment if needed.
  • High school diploma or GED.
  • Excellent communication and interpersonal skills.
  • Ability to exercise judgment to accurately triage inquiries.
  • Basic computer skills (Epic, Outlook, etc.).
  • Comprehensive health insurance
  • Retirement savings plan
  • Paid time off
  • Continuing education opportunities
  • Employee wellness programs
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