GUEST RELATIONS REPRESENTATIVE

About the role

Serves as the ‘First Impression Officer’ of the Froedtert & The Medical College of Wisconsin health network, going above and beyond to deliver on exceptional and memorable concierge-style customer service and hospitality for our patients, families and visitors. Greet each visitor and offers assistance with navigation, wayfinding, sharing helpful information and helping to simplify their journey with us.

Provides accurate information and direction to patients, staff, and family members. Communicates relevant patient care policies while supporting efficient patient care flow, and safety for everyone. Communicates with large numbers of individuals and at times large groups of people and manage stressful situations in the most empathetic manner.

Partners closely with other departments including customer experience/ performance excellence, transport, parking, security, and clinical departments.

Requirements

• A minimum of 3 years of customer service experience or a minimum of 6 months of experience internally at Froedtert Hospital
• High School diploma or equivalent is preferred
• Training in situational de-escalation techniques, Epic transport or EVS modules

Skills

• Proficient in Microsoft programs
• Strong verbal intra and interdepartmental communication skills
• Ability to track data in an accurate and timely manner for the purposes of supporting customer service analytics
• Bilingual, preferred
• Ability to execute security protocol assignments during an emergency drill is preferred
• Proficiency in Epic, preferred

Qualifications

American Heart Association (AHA) Basic Life Support for the Healthcare Provider (BLS) or an AHA approved equivalent is required within 90 days of hire.

Benefits

• Paid time off
• Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
• Academic Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 403b
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available