Family/Guest Services Representative - 5 Hour Shift

Vanderbilt Health; Nashville (TN); On-site; USD 20,664,000 - 28,930,000; Part time

Benefits offered by this job

Comprehensive benefits package

Job summary

Vanderbilt Health is seeking a patient and guest services associate for the Jim Ayers Information Desk. This role supports families, visitors and staff by providing information, directions and wheelchair assistance in a fast-paced hospital setting.

Shifts are Monday–Friday from 2:00 PM to 7:00 PM, with a 5-hour schedule and no lunch. Previous frontline customer service experience is required, with a focus on empathy and clear communication in a busy academic health system.

Qualifications

• Empathy and compassion for hospital families and patients.
• Experience in frontline customer service in a busy setting.
• Strong verbal and written communication with guests and staff.

Responsibilities

• Greet and assist families, visitors and staff with information and directions.
• Coordinate with patients, visitors, physicians and staff to facilitate communication.
• Participate in process improvements and support departmental initiatives.
• Handle high-volume phone calls and direct callers to the appropriate hospital units.
• Provide wheelchair assistance and guide guests within Jim Ayers information desk.

Skills

Empathy/compassion

Frontline customer service

Effective communication

Phone etiquette

Education

High School Diploma or GED

Job description

Discover Vanderbilt Health

With eight hospitals and over 180 clinics, we are the region's largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world-class care to the people of the Mid-South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you'll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated. We are committed to fostering an environment where talented, compassionate people are united in bringing the most advanced care to our neighbors throughout the region.

Organization:

Patient & Guest Services 20

Job Summary:

Serves as a resource for families, visitors and staff. Determine guest's needs and seeks resolution in order to provide outstanding guest service for Vanderbilt University Medical Center.

Job Specifics:

Jim Ayers Tower

2p-7p

M-F

Information desk

SHIFT

• Position works Monday-Friday, 2-7p, it is a 5-hour shift with no lunch.

KEY RESPONSIBILITIES

• Assists or provide patients/visitors with information, resources, and directions.
• Facilitates communication between patients, visitors, physicians, and other staff.
• Contributes to the organization by actively participating in process improvement initiatives and shared decision making.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.
• Position works Monday-Friday, 2-7p, it is a 5-hour shift with no lunch.
• Seated position at Jim Ayers information desk, 2nd shift
• Must have-large dose of empathy/compassion for incoming hospital families and patients
• Daily responsibilities: greets, gives directions and calls for wheelchair assistance for Jim Ayers patients and visitors, answers large volume of phone calls for incoming calls to the phone lines and connects callers and walk-up visitors to hospital patients and units.
• Candidates who prefer working in a busy Main Campus work situation. It is a very busy, chaotic, and challenging area in a hospital, so it is important to be able to work in that type of environment
• Important to have frontline customer service experience.

TECHNICAL CAPABILITIES

• Employee/Visitor Confidentiality (Novice): Demonstrates sufficient knowledge of the subject to successfully demonstrate protection of patient privacy and confidentiality. Has working knowledge of practicing protection of patient information through communication, patient documents and electronically.
• Corporate Hospitality (Novice): Possesses sufficient fundamental proficiency in demonstrating corporate hospitality and professionalism within the position. Demonstrates attentiveness and approachability to patient/guest questions and needs. Demonstrated professionalism in being knowledgeable of products and services. Understands position as a professional source for information and services. Takes ownership in safety, appearance and functionality of immediate area.
• Customer Communication (Novice): Possesses sufficient fundamental proficiency in demonstrating customer service communication skills such as smiling, greeting, tone of voice, eye contact and body language. Practices excellent communication skills with patients/guests such as listening acknowledgement, empathy and solution-based thinking.

Allied health is among the fastest growing occupations in healthcare today. This area can be defined as credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings.

These areas are crucial to Vanderbilt Health's reputation for excellence in these areas that has made us a major center for patient referrals from throughout the Mid-South.

Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.

Core Accountabilities:

* Organizational Impact: Performs tasks that are typically routine that may impact team's performance with occasional guidance. * Problem Solving/ Complexity of work: Utilizes some discretion and research to solve routine problems. * Breadth of Knowledge: Applies knowledge of standards, established processes and procedure that apply to your own job. * Team Interaction: Provides guidance to entry level co-workers.

Core Capabilities :

Supporting Colleagues : Develops Self and Others: Continuously improves own skills by identifying development opportunities.- Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas.- Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner. Delivering Excellent Services: - Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service.- Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner. - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support. Ensuring High Quality: - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. - Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department. Managing Resources Effectively : - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. - Stewards Organizational Resources: Displays understanding how personal actions will impact departmental resources. - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. Fostering Innovation : - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. - Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level :

3 years

Education:

High School Diploma or GED

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.