Guest Service Representative

St. Joseph's/Candler; Savannah (GA); On-site; USD 30,000 - 45,000; Full time

Job summary

St. Joseph's/Candler is looking for a Guest Services Representative to provide exceptional customer service and assist patients, families, and coworkers. The role includes monitoring emergencies, receiving calls, and ensuring confidentiality while guiding visitors to the appropriate locations.

Candidates should have at least 1 year of experience in a call center or similar environment and preferably an associate's degree in communication. This position requires availability for rotating shifts, including nights and weekends.

Qualifications

• 1 year experience in switchboard operation or customer service required.
• Preferred education includes an associate's degree in communication.
• None required licenses or certifications.

Responsibilities

• Monitor clinical nursing codes and alert staff.
• Receive and route calls while ensuring promptness and courtesy.
• Monitor fire and emergency alarms, notify Security if needed.
• Handle patient and visitor directions and maintain HIPAA confidentiality.

Skills

Customer service

Effective communication

Crisis management

Education

High School Diploma

Associates Degree in Communication

Job description

Position Summary

The Guest Services Representative (GSR) serves as the ultimate customer service representative for the organization and sets the tone for a positive consumer experience by projecting a positive and welcoming demeanor at all times. GSRs assist patients, families, and coworkers in connecting with the appropriate party to address their issue. They provide directions and general information to patients and family members, monitor and respond to building emergencies (fires, codes, safety alerts, and security calls), and serve as first responders who communicate with other departments to resolve incidents. GSRs also serve as the overhead paging coordinator, making daily announcements and coordinating the paging of the doctor paging system. Other duties are assigned by the team lead.

Responsibilities

• Monitor all clinical nursing codes and alert staff as necessary.
• Receive and route calls, determine caller intent, and make the appropriate connection. Ensure calls are answered promptly, phone courtesy protocols are followed, and paging is performed according to hospital procedures. Always use organization‑approved scripting.
• Monitor all plant operations fire and emergency alarms for all campuses and notify Security when alarmed.
• Demonstrate skill in dealing diplomatically with physicians, management, clinical staff, patients, and the public under stressful conditions. Act decisively and immediately while remaining calm and alert in crucial situations. Use good judgment when answering questions according to established policies.
• Ensure patients and visitors are directed to correct locations and obtain assistance if necessary. Utilize information obtained from the hospital information system. Protect patient confidentiality by adhering to HIPAA guidelines.

Qualifications

• Education: Associates Degree in Communication – Preferred; High School Diploma – Preferred.
• Experience: 1 Year as a switchboard operator, call center, or help desk – Required.
• License & Certification: None required.

Work Schedule

Availability to work rotating shifts, including nights, weekends, and holidays.