Guest Services Attendant

About the role

Under general supervision of the Director, Patient Experience, and within hospital and department policies and procedures, the guest service attendant acts as the first point of contact between patient, visitors, guests, and the hospital. Provides an extraordinary patient experience where all feel welcomed, valued and respected. Has the ability to listen well and anticipate patient’s, visitor’s and guest’s needs and provides wonderful customer service (answering questions, providing accurate information and assisting in wayfinding and transport). Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences, Patient and Community Focus, and Collaborate.

Location: Newport Hospital - 11 Friendship Street Newport, Rhode Island 02840

Responsibilities

• Maintains established department policies, procedures, objectives, quality assurance, safety, and environmental control.
• Greet patients, visitors, and guests warmly and make them feel welcome and attended.
• Provides wayfinding and transport as needed and according to department guidelines.
• Acts as a liaison between patients, visitors and guests and any hospital department.
• Anticipate guest’s needs to accommodate them and provide an exceptional guest experience.
• Screens all visitors and patients using approved screening process and ensures all follow COVID etiquette.
• Maintains main entrance PPE inventory and order stock as needed.
• Ensures adherence to hospital visitor policy and communicates clearly and respectfully to all guests.
• Cross-trained in patient and visitor badging system as a backup to security personnel.
• Utilizes interpreter services or interpreter on wheels when needed.
• Together with environmental services, ensures that main lobby spaces are always clean and tidy.
• Monitors and controls traffic in main lobby in conjunction with security personnel.
• Answers telephone and uses appropriate telephone techniques and proper identification.
• Responds to telephone inquiries regarding patient room numbers, visiting hours and other limited patient information.
• Notifies appropriate personnel of arrival of visitors and follows hospital visitor guidelines.
• Provides clear directions and assistance to patients and visitors, including directions for parking, wheelchair assistance, and locations of telephones, rest rooms, and hospital departments.
• Provides room numbers of patients.
• Manages all patient belongings, food, and flowers brought in by families and ensures they