Patient Guest Services Assistant

Cleveland Clinic

3d•Onsite

About The Position

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education, all while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale and Florida regions. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world. The Cleveland Clinic Cancer Institute at Weston hospital offers comprehensive hematology and oncology services, including specialized care for blood disorders and cancers, with a focus on patient-centered, collaborative care and innovation. The clinic provides a range of services, including diagnosis, treatment and prevention of blood cancers and related disorders. As a Patient Guest Services Assistant (Redcoats) on our team, 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 days from 8:00 a.m. -- 5:00 p.m.

Requirements

High School Diploma or GED
Excellent communication and interpersonal 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.
You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Nice To Haves

Previous medical office experience
Medical office system experience
Customer service experience in a medical setting

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.