Rep Family/Guest Services - 11:30AM -8PM Monday-Friday

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 assists patients and visitors with information, resources, and directions, and facilitates communication among patients, visitors, physicians, and other staff. The representative also participates in process improvement initiatives and shared decision-making. Additional duties may be assigned. The position calls for foundational knowledge of patient privacy and confidentiality, corporate hospitality, professionalism, and customer communication. The representative is expected to be attentive and approachable, communicate courteously and empathetically, take ownership of the immediate area’s safety and appearance, and provide accurate information and support. The role performs routine work with occasional guidance, uses discretion to resolve routine problems, applies established standards and procedures, and provides guidance to entry-level coworkers. The position is part of Vanderbilt Health’s Patient & Guest Services organization. The posting lists a schedule of 11:30 a.m. to 8 p.m., Monday through Friday. Vanderbilt Health describes a benefits package that may include health, disability, retirement, and/or wellness offerings.

Requirements

High school diploma or GED.
Three years of relevant work experience.
Ability to protect patient privacy and confidentiality.
Foundational proficiency in corporate hospitality, professionalism, and customer-service communication.
Ability to listen with empathy, understand guest needs, and provide accurate information and support.

Responsibilities

Assist patients and visitors with information, resources, and directions.
Facilitate communication between patients, visitors, physicians, and other staff.
Determine guests’ needs and seek resolution to provide outstanding guest service.
Participate in process improvement initiatives and shared decision-making.
Protect patient privacy and confidentiality in communications, documents, and electronic information.
Demonstrate attentiveness, approachability, professionalism, and effective customer-service communication.
Take ownership of the safety, appearance, and functionality of the immediate work area.
Provide guidance to entry-level coworkers.
Complete assigned activities responsibly, check work quality, and report unsafe conditions to the appropriate person or department.
Use appropriate tools and procedures, adapt to change, and offer suggestions to improve day-to-day operations.