GUEST SERVICES REPRESENTATIVE
Poughkeepsie-NY-12601-United States
Maintains a presence in the Atrium Main lobby ensuring that all guests who enter receive personal service and are directed to their destinations. Promotes a positive Guest relations environment as defined by the Mission of the hospital. Ensures HIPAA compliance with hospital visitor policy and protection of patient health information. Supervises Information Desk volunteers.
RESPONSIBILITIES
- Monitors traffic flow through Atrium, assisting customers/patients in a customer friendly manner to reach their destinations.
- Acts as a resource for all inquiries regarding patients and the hospital, and the practices of the medical offices. Refers inquiries to the proper individual or department for resolution. Identifies solution to guest’s problem and implements it for proper customer service recovery. (ES)
- Gives direction, information and personal assistance as needed. Offers assistance using eye contact, verbal communication and body language.
- Explains visitor policy tactfully when required. Handles visitor/patient concerns courteously. Utilizes Coordinator for assistance with needed with guests.
- Notifies security immediately of any suspicious behavior of visitors to the hospital, any accident that occurs or any circumstances that have the potential to cause injury or damage.
- Supervises Information Desk volunteers, serving as a positive role model. Orients and precepts new volunteers. (ES)
- Ensures that all Atrium & Information Desk equipment is in working order, including phones, computers and wheelchairs. Notifies appropriate staff and logs information in Communication log.
- Assists valet during high volume periods to prevent customer delay. Expedites valet process by retrieving keys, completing valet tickets to prevent the customer from excess wait time. (ES)
- Reinforces/answers phone within 3 rings using the appropriate greeting, ensuring excellent telephone etiquette and maintaining confidentiality of information
- Performs other related duties as required.
QUALIFICATIONS/REQUIREMENTS
EXPERIENCE
- 12-18 months customer service experience preferably in health care setting.
- Significant high volume telephone experience necessary.
- Experience working with others in a fast paced environment.
EDUCATION
- High School graduate or GED
LICENSES/CERTIFICATIONS
OTHER
- If applicable, the individual performing this job may reasonably anticipate coming into contact with human blood and other potentially infectious materials. Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
- Demonstrates ability to effectively communicate with patients, visitors and staff in all areas of the hospital.
- Demonstrates excellent customer service skills by being helpful, courteous and friendly to all.
PI275588965
