Lead Guest Services Associate

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 and Essential Job Functions

• 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.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED.
• 1 or more years of experience in customer service or guest relations.

Knowledge Requirements

• 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.