Guest Services Specialist | Patient Experience | Part-Time |

Overview

The Guest Service Specialist (GSS), under the direction of the Patient Experience Department, serves as a liaison between patients, families, visitors, and staff to promote an exceptional patient and guest experience. This role creates a welcoming and supportive environment through proactive engagement, customer service recovery, and assistance with navigating hospital services and resources.

Responsibilities

• Serve as a primary point of contact for patients, families, and visitors, ensuring a positive and supportive experience.
• Provide information regarding UF Health services, hospital amenities, resources, and policies.
• Aid guests with wayfinding, transportation arrangements, and information regarding local lodging and community amenities.
• Conduct proactive rounding to identify and address patient, family, and visitor needs.
• Support customer service recovery efforts by addressing concerns and facilitating timely resolutions.
• Cookordination communication between patients, families, unit staff, and other departments to resolve issues and improve satisfaction.
• Manage and support the lost and found process and distribute valet vouchers as appropriate.
• Promote and maintain a safe, clean, and welcoming environment throughout the facility.
• Demonstrate professionalism, empathy, and exceptional customer service in all interactions.

Qualifications

• Minimum Qualifications: Education - Associate degree (AA) preferred. High school diploma or equivalent required.
• Experience - Minimum of three (3) years of customer service experience in a healthcare or related service industry required. Experience leading, training, supervising, or directing the work of others is required.

Knowledge, Skills, And Abilities

• Excellent verbal and interpersonal communication skills.
• Proficiency in computer applications and basic technology.
• Results-oriented with the ability to work independently and take initiative.
• Strong training, coaching, and mentoring abilities.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work effectively with patients, visitors, staff, and individuals from diverse backgrounds.