Patient Guest Services Assistant - Ambulatory

Cleveland Clinic•Weston, FL

6d•Onsite

About The Position

The Patient Guest Services Assistant (Redcoat) serves as a highly visible resource for patients, family members, visitors, and colleagues at Cleveland Clinic Weston Hospital. The role helps create a warm, comfortable, and informed experience by greeting people, identifying service needs, providing directions and wayfinding, obtaining wheelchairs, and providing non-medical patient transportation. It also includes limited concierge assistance and helping patients and guests access hospital services and community amenities at designated locations. The position is fast-paced and tasks may change based on the situation. The caregiver uses Cleveland Clinic’s “Communicate with H.E.A.R.T.” and “Respond with H.E.A.R.T.” models to provide empathetic care, set expectations, address concerns at the point of service, and escalate unresolved concerns to department or unit leadership. The assistant rounds in designated lobbies and entrances, may remain at the front entrance to welcome visitors, accesses patient information as needed to confirm appointments and locations, responds to medical alerts, and collaborates with health-system leaders on patient-experience improvement programs. The role also involves observing programs and coaching as needed. The position is described as working 8-hour shifts Monday through Friday, between 7:00 a.m. and 6:00 p.m., with flexibility on start and end times and occasional flexibility to cover other caregivers. The posting also lists a day shift and a schedule of 7:00 a.m.–3:00 a.m.

Requirements

High school diploma or GED.
Excellent verbal communication skills.
Ability to exercise judgment to accurately triage inquiries.
Basic computer skills, including Epic and Outlook.

Nice To Haves

Bilingual Spanish skills.

Responsibilities

Meet, greet, and assist patients, guests, and colleagues by providing directions, obtaining wheelchairs, and providing non-medical transport.
Provide visible, enthusiastic and empathetic service, set expectations, and use the “Communicate with H.E.A.R.T.” model.
Facilitate communication among patients, families, caregivers, and providers when needed.
Provide service recovery and help resolve 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 or unit where the concern originated.
Actively round in the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances, and Emergency room lobbies.
Remain stationary at the front entrance to welcome patients and visitors as needed.
Engage patients about their experience and ask whether they have other needs.
Access patient information to confirm appointment times, locations, and room numbers as needed.
Provide limited concierge services related to hospital services and community amenities at designated locations.
Collaborate with health-system leaders to design and implement programs that improve the patient experience.
Observe programs and coach as needed.
Respond to medical alerts, assist patients, visitors, and families, and obtain appropriate equipment when needed.