Red Coat - Patient Guest Services Assistant

Cleveland Clinic • Avon, OH

7d • Onsite

About The Position

The Patient Guest Services Assistant provides customer service at Cleveland Clinic Avon Hospital by directing visitors to patient rooms and other hospital areas, serving as a local resource, and helping maintain a safe environment for patients, guests, and caregivers. The role includes greeting and assisting patients, guests, and colleagues; providing directions, wheelchairs, and minimal transport; confirming appointment details using patient information; offering limited concierge assistance; coordinating patient needs with other departments; and responding to emergencies. The assistant also reports or addresses safety, maintenance, and cleaning needs and collaborates with health system leaders on programs to improve the patient experience.

This is an as-needed (PRN) position with variable shifts. The listed schedule is 3:00 p.m.–11:30 p.m. The position is described as an entry point to other opportunities within Cleveland Clinic, including Health Unit Coordinator, Medical Staff Office, and Graduate Medical Education roles.

Requirements

• High school diploma or GED.
• Basic computer skills, including Epic, Outlook, and other internal systems.
• Excellent verbal communication skills.
• Ability to interact with patients and guests with empathy, friendliness, and professionalism.
• Two years of customer service experience, including at least one year of face-to-face customer service.
• Manual dexterity to operate office equipment.
• Ability to perform frequent data entry, standing, walking, and sitting.
• Normal or corrected vision, hearing, and speech.
• Excellent hand-eye coordination.
• Ability to lift up to 25 pounds and perform medium work, including exerting 20–50 pounds occasionally, 10–25 pounds frequently, and up to 10 pounds constantly to move objects.
• Follow standard precautions using personal protective equipment.

Nice To Haves

• Associate’s degree.

Responsibilities

• Use the Communicate with H.E.A.R.T. model, set expectations, and provide empathetic care to help patients, family members, and visitors feel at ease.
• Greet and assist patients, guests, and colleagues.
• Provide campus directions, obtain wheelchairs, and provide minimal transport.
• Access patient information to confirm appointment times, locations, and room numbers.
• Provide limited concierge assistance with internet information about driving directions, restaurants, shopping, and hospital or community amenities.
• Collaborate with health system leaders to design and implement programs that improve the patient experience.
• Correct or report safety, maintenance, and cleaning needs.
• Respond to Code Blue and Code Red emergencies with appropriate equipment.
• Coordinate patient needs with other departments.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED