Guest Services Representative

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** Regular Shift: M-Th 4:30pm-9:00pm

Job Summary:
Greets patients, staff, and visitors, calling departments, clinics, and staff to coordinate visitation and patient appointments. Handles gifts, answering and routing calls, and keeping paperwork/systems organized. The position mainly uses telephones and computers to communicate with patients and staff, so they must have basic knowledge of computers. Hours may vary depending on the scheduled shift. Interacts frequently with patients, medical professionals, and supervisors, therefore, must have excellent communication skills and be personable.

Job Specific:
1.Serve as the key liaison for the public when entering and leaving the hospital campus, assisting with requests, complaints, and ensuring the SIOP culture is conveyed to each visitor.
2.Assume responsibility for maintaining the cleanliness and proper utilization of the UMC entry points (Main Lobby, East Tower, MOPS, EC, etc.) by leveraging various departments for support as needed (i.e. Environmental Services, Facilities, Security, Patient Experience, etc.)
3.Professionally assist clinics, hospital departments, staff, visitors and patients navigate the health system, identifying appointment times/locations/services.
4.Escort patients and visitors to their appointments with exceptional customer service.
5.Deliver gifts and donations to intended location, assisting with tracking of all gifts and donations.
6.Leverage and promote the utilization of technology and other resources to enhance the health system experience and navigation (i.e. Wayfinding, mobile application utilization, Directory access, etc.)
7.Responsible for answering phone calls, handling multiple phone calls according to priority and in a timely manner, demonstrating proper professional and courteous phone etiquette, with a positive attitude in response and tone.
8.Responsible for ensuring lobbies are stocked with supplies, flyers, wheelchairs and other items (air freshener, etc.) to ensure all guests have exceptional experience.
9.Utilize various internal programs while providing assistance with data gathering as well as Microsoft Office products for communication, reports, etc.
10.Perform all duties within HIPAA regulations, maintaining confidentiality of all doctor, staff and patient information when appropriate.
11.Other related duties as may be required from time to time.

Education and Experience:
High school diploma and a minimum of two years of public relations or customer service. Knowledge of medical terminology and healthcare experience is preferred. Must be able to multi-task and work in a fast-paced environment with frequent interruptions. Spanish speaking is recommended but not mandatory.

Physical Capabilities:
Typically requires standing and walking for extended periods. Occasionally, sitting, lifting, and carrying up to 20 pounds. Computer entry may be for extended periods. This position requires the ability to communicate well with patients, family members, visitors, and staff, verbal communication is necessary to improve service delivery.

Skills and Abilities:
Bilingual Speak and understand Spanish (recommended)
Good written and oral communication skills, as well as analytical abilities
Experience in conflict management and ability to handle stress
Ability to multi-task and work in a fast-paced environment
Ability to use various computer programs including Microsoft Word, Excel and Access
Strong relationship building and interpersonal skills; strong collaborator

Interaction with other Departments and other relationships
Internal: Interacts extensively with hospital departments and to a lesser degree the Health Sciences Center.
External: Interacts extensively with patients, visitors, and outside organizations visiting the health system.

Environmental / Working Conditions:
The position is subject to inside environmental conditions. Protection from weather conditions is present; however, temperature change inside the building may occur. Must be able to work a flexible schedule based on events. This position requires working in close proximity to other employees.

UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

*Request for accommodations in the hire process should be directed to UMC Human Resources.*