Guest Services Specialist

Job Summary

The Guest Services Specialist offers outstanding customer service to our patients, family members, visitors, guests, and other Monument Health caregivers via face-to-face interaction, email and phone. You will provide prompt, courteous and customer-oriented service to patients and visitors and will exemplify a service culture by providing caring experiences, positive first and last impressions, and serve as a liaison to Monument Health resources and caregivers. You will make recommendations and offer suggestions, as well as fulfill patient requests to satisfy their non-clinical needs.

Essential Functions

• Provide uncompromising service to hospital patients and their visitors by arranging personal and convenience services.
• Greet and assist patients and visitors within and around the hospital (Wayfinding).
• Aid visitors in connection with patient support and visitation.
• Guide and assist visitors through self-check-in at the kiosks for Visitor Management System.
• Maintain and manage waiting areas as assigned, promoting comfortable and calm healing space.
• Visit admitted patients on a periodic schedule to ensure non-clinical needs are met and promote program knowledge.
• Promote meaningful relationships through engaging and informed conversation with patients and visitors via face-to-face interaction, phone and email.
• Track accomplishments and challenges, constantly evaluating service levels and reporting them to direct supervisor.
• Provide driving directions and printed maps for area hotel accommodations and attractions.
• Enter all patient and visitor requests into a central database.
• Project an approachable and professional image at all times.
• Maintain a general understanding of events occurring at the hospital.
• Respond to patient and visitor requests in a professional, courteous and timely manner, without exception.
• All other duties as assigned.

Required Additional Requirements

• Education - High School Diploma or GED equivalent
• Preferred Experience - 2 years of customer service experience, 1 years front desk, concierge, or other hospitality experience
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.