Family Guest Services - 10AM-9PM A/B Schedule

About the Role

Serves as a resource for families, visitors, and staff by determining guests’ needs and seeking resolutions to provide outstanding guest service for Vanderbilt University Medical Center.

Position Details

10‑hour shift schedule: 3 days one week, 4 days the next week, with a recurring pattern that includes working every other weekend and every other major holiday. The role is seated at the Ayers information desk, but candidates must also work at and walk to the adult hospital information desk, requiring flexibility and mobility.

Daily Responsibilities

• Provide patient information using EPIC software.
• Call for wheelchair/transport assistance as needed.
• Answer phone calls from clinics and the busy Patient Information Line.
• Greet and guide patients, answering their questions.
• Operate in a high‑volume environment.

Key Responsibilities

• Assist patients and visitors with information, resources, and directions.
• Facilitate communication between patients, visitors, physicians, and other staff.
• Participate actively in process‑improvement initiatives and shared decision‑making.
• Perform additional duties as assigned.

Technical Capabilities

• Employee/Visitor Confidentiality (Novice): Demonstrates sufficient knowledge to protect patient privacy and confidentiality, both in communication and electronic documentation.
• Corporate Hospitality (Novice): Shows attentiveness and approachability to patient/guest questions, maintains professionalism, and takes ownership of safety, appearance, and functionality of the immediate area.
• Customer Communication (Novice): Utilizes effective service communication skills—smiling, greeting, tone, eye contact, and body language—and practices listening, empathy, and solution‑based thinking.

Core Accountabilities

• Performs routine tasks that may impact the team’s performance, with occasional guidance.
• Utilizes discretion and research to solve routine problems.
• Applies knowledge of standards, established processes, and procedures relevant to the role.
• Provides guidance to entry‑level co‑workers.

Core Capabilities

Supporting Colleagues

• Develops self and others by identifying development opportunities.
• Builds and maintains relationships across areas.
• Communicates effectively with clear, courteous information sharing.

Delivering Excellent Services

• Serves others with compassion, understanding needs and providing excellent service.
• Solves routine problems and raises concerns promptly.
• Offers meaningful advice and support through careful listening and accurate information.

Ensuring High Quality

• Performs excellent work by checking quality before delivery.
• Fulfills safety and regulatory requirements, reporting unsafe conditions.

Managing Resources Effectively

• Demonstrates accountability for completing assigned activities.
• Stewards organizational resources with awareness of impact.
• Makes data‑driven decisions to achieve results on time and without error.

Fostering Innovation

• Generates new ideas and proposes initiatives to improve day‑to‑day operations.
• Applies technology quickly and appropriately.
• Adapts to change with an open mind and incorporates new instructions.

Position Qualifications

• Education: High School Diploma or GED.
• Experience: Minimum of 3 years of relevant work experience.
• Certifications: None specified.

Benefits

The role offers a comprehensive benefits package that may include health, disability, retirement, and wellness offerings to support well‑being and professional growth.

Schedule

10‑hour shifts on a rotating pattern: three days one week, four days the next, with alternating weekends and major holidays.