Guest Services Associate Lead

Position Summary / Career Interest:

Lead by example and ensure team members are greeting, welcoming, and connecting with all patients and visitors. Maintain quality standards for delivering a patient centered environment. Assists Supervisor in training, and ensuring the team adheres to, department policies, processes, and procedures. The shift needed is: 11:30am - 8pm M-F --Please only apply if you are interested in/able to work this shift. Thak you!

Responsibilities:

• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• Demonstrates ability to provide care/service safely and efficiently for the care of each patient and visitor.
• Provides effective leadership to Guest Services staff.
• Able to strategically identify, internalize, and communicate the critical success factors necessary for the Guest Services department.
• Provides timely feedback for implementation of process changes.
• Oversees the daily operations of the team’s break schedule.
• Assists the Supervisor in securing daily coverage during team member absences.
• Works effectively with internal customers including supervisory personnel and front-line employees, such as transporters, housekeeping staff, clinicians, interpretive services, security, valets, parking services, clerical departments, switchboard, and call center personnel, etc.
• Reports issues with these departments especially when patient satisfaction is comprised.
• Effectively leads Guest Services staff towards its goals.
• Model appropriate values and maintains and promotes social, ethical, and organizational norms.
• Model exceptional customer service, both on the phone and in face-to-face interactions with patients, visitors, and internal customers.
• Assists in communicating the “big picture” understanding of the hospital and works to ensure the department supports the organization’s desired mission and values.
• Serves as a liaison for patients who need assistance in calling for transportation, accommodations, and a variety of community resource information.
• Takes the initiative to help “problem solve” for unique patient populations: the elderly, disable, and/or those with cognitive, psychological and/or language challenges/difficulties.

Required

High School Diploma or GED

One year in a customer service or guest relations environment.

Read, write, and speak English

Proficient in computer skills and Microsoft Office products.

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.