Guest Services Representative

JOB SUMMARY:

Performs several duties, including greeting patients, staff, and visitors, calling departments, clinics, and staff to coordinate visitation and patient appointments. Handles gifts, answering and routing calls, and keeping paperwork/systems organized. The position mainly uses telephones and computers to communicate with patients and staff, so they must have basic knowledge of computers. Hours may vary depending on the scheduled shift. Interacts frequently with patients, medical professionals, and supervisors, therefore, must have excellent communication skills and be personable.

REPORTS TO:

JOB SPECIFIC RESPONSIBILITIES:

• Greet staff, patients, and visitors when entering/existing health system, demonstrating our

Service Is Our Passion (SIOP) culture, while offering support for requests.

• Work with various internal departments to maintain the cleanliness and proper utilization of the

UMC front lobby (i.e. Environmental Services, Security, Patient Experience, etc.)

• Professionally assist clinics, hospital departments, staff, visitors and patients navigate the

health system, identifying appointment times/locations/services.

• Leverage technology to enhance the health system experience and navigation (i.e. Wayfinding,

mobile application utilization, Directory access, etc.)

• Uses with various internal programs while providing assistance and for data gathering as well as

Microsoft Office products for communication, reports, etc.

• Responsible for answering phone calls, handling multiple phone calls according to priority and in

a timely manner, demonstrating proper professional and courteous phone etiquette, with a
positive attitude in response and tone.

• Perform all duties within HIPAA regulations, maintaining confidentiality of all doctor, staff and

patient information when appropriate.

• Other related duties as may be required from time to time.

EDUCATION AND EXPERIENCE:

High school diploma and a minimum of two years of public relations or customer service. Knowledge of medical terminology and healthcare experience is preferred. Must be able to multi-task and work in a fast-paced environment with frequent interruptions. Spanish speaking is recommended but not mandatory.

REQUIRED LICENSURES/CERTIFICATIONS/REGISTRATIONS:

N/A

SKILLS AND ABILITIES:

• Bilingual – Speak and understand Spanish (recommended)
• Good written and oral communication skills, as well as analytical abilities
• Experience in conflict management and ability to handle stress
• Ability to multi-task and work in a fast-paced environment
• Ability to use various computer programs including Microsoft Word, Ex
• Strong relationship building and interpersonal skills; strong collaborator

INTERACTION WITH OTHER DEPARTMENTS AND OTHER RELATIONSHIPS:

Internal: Interacts extensively with hospital departments and to a lesser degree the Health Sciences Center. External: Interacts extensively with patients, visitors, and outside organizations visiting the health system.

PHYSICAL CAPABILITIES:

Typically requires sitting, standing, walking, lifting, and carrying up to 20 pounds. Computer entry may be for extended periods. This position requires the ability to communicate well with patients, family members, visitors, and staff, verbal communication is necessary to improve service delivery.

ENVIRONMENTAL/WORKING CONDITIONS:

The position is subject to inside environmental conditions. Protection from weather conditions is present; however, temperature change inside the building may occur. Must be able to work a flexible schedule based on events. This position requires working in close proximity to other employees.

DIRECT REPORTS: