Guest Service Attendant

Lifespan; Newport, New London (RI, CT); On-site; USD 30,000 - 40,000; Full time

Job summary

A forward-thinking healthcare provider seeks a Guest Service Attendant to enhance patient experiences at the hospital. This role is pivotal in creating a welcoming atmosphere for patients and visitors, ensuring they feel valued and respected. Responsibilities include greeting guests, providing wayfinding assistance, and acting as a liaison between various hospital departments. The ideal candidate will possess excellent customer service skills and a commitment to maintaining a positive environment. Join a dedicated team where your contributions will make a real difference in patient care and satisfaction.

Qualifications

• High School diploma or equivalent required; hospitality degree preferred.
• Minimum of 1-year customer service experience essential.

Responsibilities

• Greet and assist patients, visitors, and guests to ensure a welcoming experience.
• Screen visitors and communicate hospital policies clearly and respectfully.
• Provide wayfinding assistance and manage patient belongings efficiently.

Skills

Customer Service

Interpersonal Skills

Basic Computer Skills

Education

High School Diploma

Hospitality Degree or Certificate

Job description

Summary:
Under the general supervision of the Director of Patient Experience and within hospital and department policies and procedures, the Guest Service Attendant acts as the first point of contact between patient visitors, guests, and the hospital. The role involves providing an extraordinary patient experience where all feel welcomed, valued, and respected. The attendant should have excellent listening skills, anticipate the needs of patients, visitors, and guests, and deliver exceptional customer service by answering questions, providing accurate information, and assisting with wayfinding and transportation.

Responsibilities:

1. Maintain established department policies, procedures, objectives, quality assurance, safety, and environmental controls.
2. Greet patients, visitors, and guests warmly, making them feel welcomed and attended to. Provide wayfinding and transportation as needed and according to department guidelines.
3. Act as a liaison between patients, visitors, guests, and hospital departments.
4. Anticipate guest needs to accommodate them and ensure an exceptional guest experience.
5. Screen all visitors and patients using the approved screening process, ensuring adherence to COVID etiquette. Maintain PPE inventory at the main entrance and reorder supplies as needed. Communicate hospital visitor policies clearly and respectfully.
6. Be cross-trained in the patient and visitor badging system as a backup to security personnel.
7. Utilize interpreter services or interpreter on wheels when necessary.
8. Collaborate with environmental services to keep the main lobby clean and tidy.
9. Monitor and control traffic in the main lobby in conjunction with security personnel.
10. Answer telephone calls using appropriate techniques and proper identification. Respond to inquiries regarding patient room numbers, visiting hours, and other limited patient information.
11. Notify relevant personnel of visitor arrivals and follow hospital visitor guidelines.
12. Provide clear directions and assistance to patients and visitors, including parking, wheelchair assistance, location of telephones, restrooms, and hospital departments. Provide patient room numbers when needed.
13. Manage all patient belongings, food, and flowers brought in by families, ensuring prompt delivery to the correct destination.
14. Protect and preserve the confidentiality of all information.
15. Operate computer terminals to retrieve patient room numbers, extensions, admissions, discharges, and religious affiliations. Protect patient privacy, especially for those who opt to be 'restricted' from the patient directory.
16. Provide information on parishioners who are patients to clergy representatives from area parishes or synagogues.
17. Distribute and log specialized keys (e.g., gift shop, rolling library) to designated volunteers.
18. Ensure vendors sign in and out at the vendor registration terminal.
19. Oversee the delivery of newspapers to departments, patient rooms, and waiting areas.
20. Support Caf* 1873 operations by assisting with credit card purchases, maintaining stock and cleanliness, and calling the vending company for service needs.
21. Attend in-service and educational programs, participate in staff meetings.
22. Assist in the care and maintenance of department equipment and supplies.
23. Perform other related duties as required.

Other Information:

Qualifications:

• High School diploma or equivalent.
• Degree or certificate in a hospitality-related field is preferred.
• Basic computer skills, including word processing, are required.
• Excellent customer service and interpersonal skills are essential.
• Minimum of 1-year customer service experience required.

Work Environment and Physical Requirements:

• Must be able to sit for 3-7 hours daily and stand or walk for 1-3 hours. Ability to lift 10-35 lbs with proper body mechanics. Infrequent bending and frequent fine motor skills are required. Vision must be accurate, with moderate color discrimination and depth perception. Ability to hear a whisper at 3 feet.

Independent Action:

The incumbent functions independently within broad department policies and practices, referring specific issues to a supervisor only when clarification is needed.

Supervisory Responsibility:

None.

Brown University Health is an Equal Opportunity employer and a VEVRAA Federal Contractor. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, veteran status, or marital status.