What are the responsibilities and job description for the Guest Services Representative I position at Saint Joseph Mercy Health System?
Employment Type:
Part time
Shift:
Evening Shift
Description:
This is a relief role, with the flexibility to pick up shifts on an as-need basis. Minimum of 2-3 shifts/month.
Provides a welcoming and resourceful presence as the first contact for patients, families, friends and visitors. Requires outstanding communication and problem solving skills, exceptional knowledge of the hospital’s mission and values as well as a passion for excellence. Displays a high energy, can-do attitude in a highly visible position requiring a professional presence.
Education
Minimum: High school diploma or equivalent combination of experience and education.
Preferred: Certification or Associates degree in healthcare, business, or related field.
Related Experience
Preferred: One to two years guest/customer services experience
Other Knowledge, Skills And Abilities
Minimum: Ability to work w/interruptions while maintaining an excellent customer focus.
Organizational and multi-tasking skills. Attentive to detail. Demonstrated experience with Microsoft office products (word processing, spreadsheets, database and presentation software). Professional presence and vocabulary. Pleasant and helpful demeanor. Interpersonal and positive. Self directed and ability to exercise independent judgment. Team player. Must be able to adapt to
frequently changing work priorities and be able to prioritize and balance the requirements of the
job.
Computer Competency
Familiarity with standard desktop and windows-based computer system, including email, e-learning, intranet and computer navigation. Ability to use other software required to perform essential functions.
Physical/Mental
Minimum: Standing for long periods of time (up to 80% of shift). Ability to walk, bend and stoop. Use of computer, keyboard, and phone. Ability to push guest or patient in wheelchair
Job Duties:
Communicates, collaborates, and welcomes colleagues, patients, visitors, volunteers and families in a professional and helpful manner. Provides “Something More” to all guests.
▪ Provides wayfinding services and assists in escorting patients towards their destination. Knowledgeable on most of the campus departments and locations to provide accurate information and directions to patients, visitors, and families
▪ Empathetically assesses patient or visitor's needs and determines next steps to support their experience and safety (wheelchair assistance, escort needed, inability to comply to safety guidelines, masks, etc.). Recognizes and refers questions of a medical or personal nature appropriately.
▪ Follows screening guidelines to ensure appropriate access to the facility to all patients, visitors, and colleagues and
performs basic tasks, such as temperature screenings, for patients, visitors, and colleagues.
▪ Maintains a respectful work environment and cooperative relationships with colleagues, providers, vendors and
visitors. Approaches conflict in a professional, calm and constructive manner; escalates problem resolution to
manager or other identified resources, as needed and according to protocols and processes. Creates a positive
environment that promotes customer satisfaction.
▪ Ensures timely delivery of patient items – flowers, balloons, cards, personal belongings, etc. Assists patients to ensure
parking tickets are appropriately validated.
▪ Appropriately accesses and utilizes computer systems, such as SPOK, EPIC and Innquest, while abiding by HIPPA guidelines, to assist others as needed.
▪ Understands operating procedures, cash-handling processes, compliance reports and duties at all Guest Services locations.
▪ Assesses and retrieves daily supplies needs from the main supply for daily designated location and maintains a clean
environment through routine cleaning of entrance and screening tables on a routine basis.
▪ Maintains a professional image in work area and appearance, consistent with the standards established for Mercy Health Saint Mary’s and Trinity Health.
▪ Performs other related duties as assigned.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
00563903
Part time
Shift:
Evening Shift
Description:
This is a relief role, with the flexibility to pick up shifts on an as-need basis. Minimum of 2-3 shifts/month.
Provides a welcoming and resourceful presence as the first contact for patients, families, friends and visitors. Requires outstanding communication and problem solving skills, exceptional knowledge of the hospital’s mission and values as well as a passion for excellence. Displays a high energy, can-do attitude in a highly visible position requiring a professional presence.
Education
Minimum: High school diploma or equivalent combination of experience and education.
Preferred: Certification or Associates degree in healthcare, business, or related field.
Related Experience
Preferred: One to two years guest/customer services experience
Other Knowledge, Skills And Abilities
Minimum: Ability to work w/interruptions while maintaining an excellent customer focus.
Organizational and multi-tasking skills. Attentive to detail. Demonstrated experience with Microsoft office products (word processing, spreadsheets, database and presentation software). Professional presence and vocabulary. Pleasant and helpful demeanor. Interpersonal and positive. Self directed and ability to exercise independent judgment. Team player. Must be able to adapt to
frequently changing work priorities and be able to prioritize and balance the requirements of the
job.
Computer Competency
Familiarity with standard desktop and windows-based computer system, including email, e-learning, intranet and computer navigation. Ability to use other software required to perform essential functions.
Physical/Mental
Minimum: Standing for long periods of time (up to 80% of shift). Ability to walk, bend and stoop. Use of computer, keyboard, and phone. Ability to push guest or patient in wheelchair
Job Duties:
Communicates, collaborates, and welcomes colleagues, patients, visitors, volunteers and families in a professional and helpful manner. Provides “Something More” to all guests.
▪ Provides wayfinding services and assists in escorting patients towards their destination. Knowledgeable on most of the campus departments and locations to provide accurate information and directions to patients, visitors, and families
▪ Empathetically assesses patient or visitor's needs and determines next steps to support their experience and safety (wheelchair assistance, escort needed, inability to comply to safety guidelines, masks, etc.). Recognizes and refers questions of a medical or personal nature appropriately.
▪ Follows screening guidelines to ensure appropriate access to the facility to all patients, visitors, and colleagues and
performs basic tasks, such as temperature screenings, for patients, visitors, and colleagues.
▪ Maintains a respectful work environment and cooperative relationships with colleagues, providers, vendors and
visitors. Approaches conflict in a professional, calm and constructive manner; escalates problem resolution to
manager or other identified resources, as needed and according to protocols and processes. Creates a positive
environment that promotes customer satisfaction.
▪ Ensures timely delivery of patient items – flowers, balloons, cards, personal belongings, etc. Assists patients to ensure
parking tickets are appropriately validated.
▪ Appropriately accesses and utilizes computer systems, such as SPOK, EPIC and Innquest, while abiding by HIPPA guidelines, to assist others as needed.
▪ Understands operating procedures, cash-handling processes, compliance reports and duties at all Guest Services locations.
▪ Assesses and retrieves daily supplies needs from the main supply for daily designated location and maintains a clean
environment through routine cleaning of entrance and screening tables on a routine basis.
▪ Maintains a professional image in work area and appearance, consistent with the standards established for Mercy Health Saint Mary’s and Trinity Health.
▪ Performs other related duties as assigned.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
00563903
