Guest Relations Specialist - Full Time

Summary of Position: 

The Guest Relations Specialist performs welcome and reception duties for the Barton Memorial Hospital.  The primary responsibilities include greeting guests, providing information, escorting guests to destination, assisting guests in achieving their objective when entering into hospital, attend to guest needs throughout the hospital, and assist patient care areas with patient transport when able.  The position is a guest-facing, customer service position and will be responsible for providing consistently exceptional first and last impressions of the organization.  The Specialist is responsible for working with other team members to keep the hospital running efficiently and effectively.  The Specialist handles customer concerns and inquiries in a positive, professional manner.

Qualifications

Education:

● High school diploma or GED preferred  

Experience:

• Minimum of one-year work experience in a customer service environment with patients, staff, and volunteers of diverse educational, economic and cultural backgrounds. 

• Hospitality experience preferred

Knowledge/Skills/Abilities:

• Excellent oral and written communication, and interpersonal skills

• Ability to connect with guests and anticipate needs

• Ability to address concerns, complaints and inquiries in a positive, professional manner

• Consistently positive attitude

• Ability to support and encourage a collaborative team setting

• Ability to prioritize effectively, complete a multitude of tasks and assignments quickly and efficiently 

• Ability to think creatively and use problem solving skills to effectively deliver guest-centric results

• Professional phone etiquette

• Proficient use of Google Workspace to communicate via email and hangouts plus collaborate on shared documents and worksheets. 

• Sufficient computer skills as are required to complete an online application and the pre-employment/annual computer based learning requirements

• In compliance with patient safety standards, must be able to effectively communicate in English; Bilingual abilities preferred

Certifications/Licensure:

• Current CPR/BLS certification by the American Heart Association (BLS for the Healthcare Provider) or ability to obtain within 90 days of hire

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to walk, stand, sit, reach, push, bend, talk and hear. 

• The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.

• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

• Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

• The employee must occasionally lift and/or move up to 25 pounds and push up to 250 pounds using a wheelchair.

Working Conditions 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Routine Hospital/Healthcare & Office/Administrative conditions.

• Contact with patients and guests under a wide variety of circumstances.

• Exposure to infections and contagious disease.

• Subject to varying and unpredictable situations, including the handling of emergency or crisis situations.

• Subject to pressure due to frequent interruptions and stressful situations due to multiple demands.

• Occasional travel to various health system locations. 

Essential Functions

1. Provide consistently exceptional care at all times.

2. Primary responsibilities include greeting guests, providing information, escorting guests to destination, and assisting guests in achieving their objective when entering into hospital.

3. Attend to guest needs throughout the hospital and health system when necessary. 

4. Recognizes irregular, unusual or unsafe situations and takes immediate action to resolve the issues wherever possible. Immediately reports such situations to appropriate first responders when it is not safe to intervene.

5. Assist Patient Care areas with outpatient transport when able. 

6. Demonstrate a positive, personable disposition at all times.

7. Assist patients with language access needs by using approved interpreter procedures.

8. Maintains cleanliness using infection control procedures. 

9. Knowledgeable of Barton Health events and patient-centric initiatives, such as MyChart and Covered California. 

10. Monitors patient literature and marketing materials throughout hospital waiting areas.

11. Submits engineering work orders and housekeeping requests to maintain professional and safe environment. 

12. Completes annual required training, such as online education modules and Workplace Violence Prevention course.

13. Collaborate with teammates to provide for a best guest experience.

14. Effectively gathers and enters all patient deomographics for accurate registration and pre-registration.

15. Collects copays, point of service payments, any outstanding payments, and effectively posts all payments in the cash drawer. 

16. Scans orders into Epic and notifies the proper scheduling department that an order has been scanned. 

17. Respond to the needs of the department by performing other duties, as necessary.