SEH-ALIVE GUIDE

Sparrow•Charlotte, MI

1d•Onsite

About The Position

General Purpose of Job: Responsible for carrying out the day-to-day interactions with guests at AL!VE. This includes, but is not limited to assigning AL!VE cards, obtaining and maintaining card holder profile information, marketing programs/services, answering phones and greeting guests.

Requirements

Heartsaver CPR certification within 30 days of hire
High school graduate or GED
Knowledge and demonstrated understanding of program/services offered at AL!VE, SEH and throughout the community
Seeks community collaboration
Knowledge of regulatory standards and hospital policies, including TJC standards
Written and computer skills necessary to prepare required documentation
Interpersonal skills necessary to develop and maintain positive relations and rapport with card holders and the community. Presents self in a warm, professional and caring manner
Personable, creative, enthusiastic, professional individual with a passion for customer service and health and well-being
Demonstrates professional appearance
Mental ability to effectively work on tasks requiring accuracy and attention to detail, adapt and respond to multiple priorities and demands, and handle information of a confidential nature
Physical ability to stand/walk for prolonged periods of time and operate required office equipment
Demonstrates ability to use a keyboard as may be required to perform the essential duties of the job

Responsibilities

Consistently exemplifies on-stage behavior.
Is responsible for creating a destination, experience-based service, delivers customized experiences using patient profiles.
Displays a high level organization and is capable of effective and efficient multi-tasking.
Provides team input, open to new ideas and honestly expresses opinions.
Professionally represents team and hospital decisions and puts team members in the best light to customers.
Demonstrates collective passion and serves as a role model for SEH’s mission, vision, values and customer service initiatives.
Greets card holders by name and anticipates needs. Assists with the new card holder enrollment process including conducting facility tours, marketing services and programs, and assisting with completion of required paperwork.
Obtains card holder profile information and maintains database.
Obtains basic GATHER information (completes event form, collects billing information, responds to prospective renter, provides event agreement form, catering menu – if pertinent, blocks space in Club Automation) to equip Creationaires with all details to conduct follow-up and outreach both externally and internally.
Cross-trains to conduct basic MOVE (and other ENCOUNTER) job functions, to support cross-departmentally as needed.
Uses AL!VE program/service guides to assist guests with programs/services in the area of mental, emotional, physical, spiritual, environmental, social well-being.
Provides follow-up to AL!VE card holders on pre-determined intervals.
Provides excellent experience based customer service including, but not limited to scheduling, complaints, and concierge services.
Greets guests and answers phones.
Implement surveys and maintains suggestion boxes.
Cross promote all programs/services between AL!VE, SEH and the community.
Attends staff meetings and in-service programs as required.
Adheres to the organization’s policies & procedures, and compliance guidelines.
Performs other duties as assigned.