Patient Guest Services Assistant

Cleveland Clinic•Mayfield Heights, OH

1d•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. As a Patient Guest Services Assistant, you will provide customer service by providing directions to patient rooms or other areas of the hospital, serving as local resource for visitors and ensuring a safe environment for patients, guests and caregivers. This role is an excellent entry point into the Cleveland Clinic and the many opportunities available within the organization such as Health Unit Coordinators, Medical Staff Office and the Graduate Medical Education program. A caregiver in this role works variable shifts between the hours of 7:00 a.m. – 7:30 p.m. with every 3rd weekend and two holidays per year requirements. Hours of operation are Monday-Friday 7:00 am-7:30 pm and Saturday, Sunday and Holidays 8:30 am-7:30 pm. As stated above, a caregiver will need to work variable hours based on the shift opportunities below: Monday - Friday shifts: 7:00am - 2:30pm 8:00am - 3:30pm 10:00am - 3:00pm 2:30pm - 7:30pm Saturday, Sunday and Holidays shifts: 8:30am - 2:00pm 2:00pm - 7:30pm Please note that the first two weeks of this position will be dedicated towards EPIC training. The training will be Monday-Friday 8:00 am-4:30 pm.

Requirements

High school diploma or GED
Basic computer skills: Epic, outlook, and other internal systems
Excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests
Two years’ experience in a customer service role with at least one year of providing face-to-face customer service

Nice To Haves

Associate’s degree

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.