Guest Service Rep II

Shift: 12:30-9:00pm

JOB RESPONSIBILITIES

• Phone Management - Work collaboratively to efficiently handle call volume/queue. Demonstrate basic knowledge of systems, logging in and out and transfer/conference etiquette.

• Customer Service - Provides assistance to patients, families, staff, and external agencies in a welcoming, professional, and timely manner. Anticipates the need for support by demonstrating positive guest service characteristics. Approaches visitors who look lost and offer assistance. Identifies needs of patients, families, and colleagues and provides services that satisfy and exceed expectations. Remains up to date with changes in hospital in terms of clinic locations, daily events, and changes in policies and procedure. Communicates these updates clearly and positively to families and staff. Escorts families, patients, and all guests to specific locations. Delivers meal cards to families through Guest Services. Remains positive when determining the causes of problems and negative situations. Look up itineraries in Epic to assist patients and families. Distribute of bus passes on behalf of the organization. Perform non-routine functions.

• Visitor Management - Respect the right of parents/guardians and adult patients to identify who may and may not visit by communicating visitor policy and enforcing their preference of approved and unapproved visitors. Provide badging and access that is specific to their needs. May educate staff of policy/process. May manage VM supplies.

• Problem Solving - Investigates and resolves guests' requests, questions, and problems. Answers questions by applying knowledge of the assigned function and adhering to CCHMC's policies and procedures.

• Communication - Communicate in a clear and concise manner in every medium. Adapt communication style and tone to fit situations and audience. Notify appropriate staff of recurring problems/errors identified within work process or system. Notify appropriate staff of recurring problems/errors identified within work process or system. May act as a department resource or precept others.

JOB QUALIFICATIONS

• High school diploma or equivalent

• No directly related experience

Primary Location

Burnet Campus

Schedule

Full time

Shift

Evening (United States of America)

Department

Guest Services

Employee Status

Regular

FTE

1

Weekly Hours

40

• Expected Starting Pay Range
• Annualized pay may vary based on FTE status

$16.25 - $19.30

Market Leading Benefits Including*:

• Medical coverage starting day one of employment. View employee benefits here.

• Competitive retirement plans

• Tuition reimbursement for continuing education

• Expansive employee discount programs through our many community partners

• Shift Differential, Weekend Differential, and Weekend Option Pay Programs for qualified positions

• Support through Employee Resource Groups such as African American Professionals Advisory Council, Asian Cultural and Professional Group, EQUAL - LGBTQA Resource Group, Juntos - Hispanic/Latin Resource Group, Veterans and Military Family Advocacy Network, and Young Professionals (YP) Resource Group

• Physical and mental health wellness programs

• Relocation assistance available for qualified positions

• Benefits may vary based on FTE Status and Position Type

About Us

At Cincinnati Children's, we come to work with one goal: to make children's health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children's.

Cincinnati Children's is:

• Recognized by U.S. News & World Report as atop 10 best Children's Hospitals in the nation for more than 15 years

• Consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH)Funding

• Recognized as one of America's Best Large Employers (2025), America's Best Employers for New Grads (2025)

• One of the nation'sAmerica's Most Innovative Companiesas noted by Fortune

• Consistently certified as great place to work

• A Leading Disability Employeras noted by theNational Organization on Disability

• Magnet designated for the fourth consecutive time by theAmerican Nurses Credentialing Center (ANCC)

We Embrace Innovation-Together. We believe in empowering our teams with the tools that help us work smarter and care better. That's why we support the responsible use of artificial intelligence. By encouraging innovation, we're creating space for new ideas, better outcomes, and a stronger future-for all of us.

Comprehensive job description provided upon request.

Cincinnati Children's is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability