Guest Services Representative

Franciscan Alliance, Inc.•Crown Point, IN

2d•Onsite

About The Position

The Guest Services Representative provides support to the staff, patients and family members. This position provides proactive service, hospitality, information, way-finding and helps visitors and patients to locate resources. The Guest Services Representative personifies the Values of Respect for Life, Compassionate Concern and Joyful Service. This position conducts rounds in waiting rooms, inpatient rooms, Emergency Department and Outpatient and Surgery areas to identify needs and to address complaints that arise. WHO WE ARE With 12 ministries and access points across Indiana and Illinois, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers that provide compassionate, comprehensive care for our patients and the communities we serve. WHAT YOU CAN EXPECT Hours range from 6-2:30p, 8-4:30p, 10-6:30p, 11:30-8p. 7 days a week. Alternating weekend shifts. We use a holiday matrix to pick shifts for holidays. Guest Services serves as a first point of contact for many patients and visitors, making us a key part of the overall patient experience. If someone is interested in a customer service focused role where you can help guide individuals, support staff, and interact with a diverse group of people this is a great opportunity. In addition, we conduct inpatient surveys, connecting with patients in a non-clinical role but addressing and escalating concerns. It places an individual in a dynamic hospital environment where they can collaborate with multiple departments and play an integral part in creating a positive experience for those we serve. We facilitate the Information Desk, Work with Emergency Department and Inpatient units to complete patient surveys, Lost & Found, Inventory of Clothes Closet, support Surgery Waiting with wheelchair discharges and do have a representative helping in the Emergency Waiting Room. Monitor inventory needs for required department equipment and supplies; place orders to maintain appropriate inventory levels, as required. Oversee the work of volunteers, providing ongoing guidance and training to ensure quality of service. Provide customer service by greeting and actively helping visitors who need assistance with transporting and way-finding. Deal calmly and courteously with upset or difficult visitors. Solicit grievances and complaints from patients and family members on quality of service; act as a liaison between the patient and the department assists in resolving all concerns.

Requirements

High School Diploma/GED
2 years Customer Service

Nice To Haves

Cardiopulmonary Resuscitation (CPR) - American Heart Association

Responsibilities

Conduct rounds in waiting rooms, inpatient rooms, Emergency Department and Outpatient and Surgery areas to identify needs and to address complaints that arise.
Conduct inpatient surveys, connecting with patients in a non-clinical role but addressing and escalating concerns.
Facilitate the Information Desk
Work with Emergency Department and Inpatient units to complete patient surveys
Lost & Found
Inventory of Clothes Closet
Support Surgery Waiting with wheelchair discharges
Have a representative helping in the Emergency Waiting Room
Monitor inventory needs for required department equipment and supplies; place orders to maintain appropriate inventory levels, as required.
Oversee the work of volunteers, providing ongoing guidance and training to ensure quality of service.
Provide customer service by greeting and actively helping visitors who need assistance with transporting and way-finding.
Deal calmly and courteously with upset or difficult visitors.
Solicit grievances and complaints from patients and family members on quality of service; act as a liaison between the patient and the department assists in resolving all concerns.