GUEST SERVICE REP I/M - F 12:30 - 9:00pm/Alt weekends

DEPARTMENT: Guest Services (Welcome Center)




PURPOSE OF POSITION: Manage visitor access to create a more secure environment and provide a one stop source for information, support and customer service for all CCHMC guests. Assist with appointment itineraries. Responsible for distribution of bus passes on behalf of the organization. Serve as a resource for all department(s)/division(s).

·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.
·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.
·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.
·Phone Management
Work collaboratively to efficiently handle call volume/queue. Demonstrate basic knowledge of systems, logging in and out and transfer/conference etiquette.
Communicate in a clear and concise manner in every medium. Adapt communication style and tone to fit situations and audience.

Skills & Competencies
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·Computer Proficiency
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
·Office Equipment
Knowledge of, and the ability to operate, standard office equipment such as computers, telephones, copiers, etc.
·Detail Orientation
Meticulously keeping track of details without becoming overwhelmed by them; being exacting, precise, and accurate; spotting minor imperfections or errors and taking action to correct them
·Independence and Teamwork
Ability to work autonomously, with independent judgment, as well as in a collaborative team environment.
·Time Management
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment
·Problem Solving
Ability to independently work through details of a problem to reach a positive solution
Excellent verbal, written and/or interpersonal communication skills
·Medical Terminology
Working knowledge of medical terminology preferred

·High School Graduate OR equivalent
·1 year in a customer service position
·1 year of college coursework

·Experience in health care OR Experience in a medical center