Patient Guest Services Assistant

Cleveland Clinic

4d•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. Join Cleveland Clinic’s Martin North Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. This downtown Stuart hospital provides top-quality patient care to the communities in and around Martin County on the beautiful St. Lucie River. The caregivers at Martin North Hospital have made it an excellent medical facility and a home away from home. As a Patient Guest Services Assistant (Redcoat), you will serve as a highly visible resource for patients, family members and visitors, helping create a warm, comfortable and informed experience. In this role, you will have endless opportunities to connect with everyone you meet, offer unmatched customer service, exhibit empathy and leave a lasting impression on the community as a whole. A caregiver in this position works Friday from 11:00AM – 7:30PM and Saturday & Sunday from 10:00AM – 6:30PM. On occasion, flexibility is needed to cover other caregivers.

Requirements

High School Diploma or GED
Excellent verbal communication skills
Ability to exercise judgment to accurately triage inquiries
Basic computer skills (Epic, Outlook, etc.)
Manual dexterity to operate office equipment.
Requires frequent data entry, standing, walking, and sitting.
Normal or corrected vision, hearing, speech.
Excellent hand/eye coordination.
Lift up to 25 pounds.
Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.
Follows Standard precautions using personal protective equipment.

Responsibilities

Meet, greet and assist patients, guests and colleagues by providing directions, obtaining wheelchairs and providing non-medical transport.
Be a highly visible, enthusiastic person who ensures that patients, family members and visitors have peace of mind by utilizing the “Communicate with H.E.A.R.T.” models, setting expectations and always 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.
Talk with patients about something other than why the patient is here by asking about their experience and if they have any other needs.
Access patient information to confirm appointment times, appointment 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.