Rep Family/Guest Services

Vanderbilt University Medical Center•Nashville, TN

About The Position

Serves as a resource for families, visitors, and staff at Vanderbilt University Medical Center. Determines guests’ needs and seeks resolution to provide outstanding guest service. The role supports patients and visitors with information, resources, and directions, and facilitates communication among patients, visitors, physicians, and other staff. It also contributes to process improvement initiatives and shared decision-making. Additional duties may be assigned. The position requires demonstrating patient privacy and confidentiality, corporate hospitality and professionalism, and courteous customer-service communication. The employee is expected to be attentive and approachable, listen empathetically, provide accurate information and support, maintain the safety and functionality of the immediate area, and follow applicable standards and procedures. The role involves routine work with occasional guidance, solving routine problems using discretion and research, and providing guidance to entry-level co-workers. The role is part of Patient & Guest Services at Vanderbilt Health, a comprehensive academic health system serving the Mid-South. The organization describes a collaborative and supportive community focused on patient care, education, and research.

Requirements

High school diploma or GED.
Three years of relevant work experience.
Ability to protect patient privacy and confidentiality.
Customer-service communication skills, including attentive listening, empathy, clear communication, and solution-based thinking.
Ability to demonstrate hospitality and professionalism with patients and guests.

Responsibilities

Assist patients and visitors by providing information, resources, and directions.
Facilitate communication between patients, visitors, physicians, and other staff.
Participate in process improvement initiatives and shared decision-making.
Determine guests’ needs and seek resolution to provide outstanding guest service.
Protect patient privacy and confidentiality in communications, documents, and electronic information.
Demonstrate hospitality, professionalism, attentiveness, and approachability.
Listen to patients’ and guests’ needs and provide accurate information and support.
Check work quality and follow safety and regulatory requirements.
Take responsibility for assigned activities and use organizational resources appropriately.
Adapt to changes and apply appropriate technology and procedures.
Provide guidance to entry-level co-workers.