Patient Guest Services Assistant

Cleveland Clinic•Vero Beach, FL

1d•Onsite

About The Position

Join our team at Cleveland Clinic Indian River Hospital and experience world-class healthcare at its best. Located in sunny Florida’s Treasure Coast, Indian River Hospital is committed to providing optimal family- and community-focused care. Here, you will be part of a collaborative, compassionate and innovative team of caregivers. You will work with state-of-the-art technology while building a rewarding career with one of the most respected healthcare organizations in the world. 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 days from 10:30AM – 7:00PM.

Requirements

High School Diploma or GED
Excellent verbal communication skills
Ability to exercise judgment to accurately triage inquiries
Basic computer skills (Epic, Outlook, etc.)

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.