Guest Services Associate

TriHealth; Cincinnati (OH); On-site; USD 18,000 - 25,000; Part time

Benefits offered by this job

Career growth opportunities

Competitive shift differentials

Comprehensive benefits package

Job summary

TriHealth's Good Samaritan Hospital in Cincinnati seeks a Guest Services Associate to create a warm welcome for patients, visitors and guests. You will serve as the first point of contact, answer questions, provide directions, and help guests feel valued and at ease while upholding HIPAA, privacy and service standards.

You'll work in a high-energy environment, cover various shifts (including holidays and weekends) part-time, and have opportunities for career growth with a comprehensive benefits

Qualifications

• High School Diploma or GED required.
• 2–3 years in customer service.
• Excellent communication and customer service skills.
• Ability to stay calm and friendly in all situations.
• Ability to de-escalate issues and elevate concerns.
• Willing to join a TriHealth council or committee.

Responsibilities

• Greet and assist guests, acting as first impression.
• Provide directions and information about patient locations.
• Respond to guest needs and problem-solve as needed.
• Maintain waiting areas clean and welcoming.
• Adhere to HIPAA and protect patient confidentiality.
• Use EPIC and other tools to share information.

Skills

Customer service

Excellent communication

De-escalation

Team involvement

Education

High School Diploma or GED

Tools

EPIC

Job description

Guest Services Associate – Good Samaritan Hospital

Make a difference every day as a Guest Services Associate at Good Samaritan Hospital. Join a compassionate, servant-led team committed to excellence in patient and guest services while working in a supportive, high-energy environment.

We offer career growth opportunities, a comprehensive benefits package, and competitive shift differentials as appropriate for your shift worked.

Location: Good Samaritan Hospital, 375 Dixmyth Ave, Cincinnati, OH, 45220 https://share.google/B0EPLjKOPliZXXzPP

Work Schedule:

• Various shifts needed
• Holiday/weekend rotation
• Part-time (20 hours/week)

Incentives & Benefits:

For full-time or part-time, there is a comprehensive benefits package—including medical, dental, vision, paid time off, retirement plans, and tuition reimbursement.

Job Requirements:

• High School Diploma or GED Degree
• 2 - 3 years experience Customer Service
• Excellent communication and customer service skills
• Ability to remain calm, friendly, at all times and in all situations
• Ability to de-escalate issues and to elevate concerns as appropriate
• Become a member of a TriHealth council or committee

Job Overview:

This position is responsible for the First Impression of the TriHealth hospitals; providing a warm welcome and greeting to all patients, visitors, and other guests. This position requires excellent customer service skills, professional appearance, and key behaviors that help guests feel important, listened to, and made at ease. This position is also responsible for providing guests with information about patient locations, assistance with getting guests where they need to go, and other information and needs of the guests. This position requires resourcefulness, initiative, and flexibility in order to problem solve to meet expectations of internal (other team members) and external (patients, families, guests) customers. This position requires knowledge of and adherence to Hospital/State/Federal HIPAA laws and standards. This position must demonstrate working knowledge of TriHealth departments, functions, locations. This position is located at key access points in the hospitals typically in the main lobbies, secondary lobbies, or high traffic hallways.

Job Responsibilities:

• Adheres to HIPAA standards and patient/guest/team member confidentiality.
• Ensures guests get to where they need to go by either taking them or ensuring they understand how to get there.
• Performs Hourly Rounds to check for environmental and other concerns. Escalate concerns as needed.
• Serves as a liaison between the treatment team in various locations and the families/visitors in the waiting rooms. Provide updates and pertinent information as needed. Maintains and assumes responsibility for the waiting room areas and elevate environmental/technical concerns as needed. Maintains and promotes a clean environment.
• Utilizes EPIC and other tools to provide patient information and departmental information to guests
• Acknowledges and greets 100% of guests with smile, warm welcome, and friendly non verbal queues. Exhibits key customer service behaviors aligned with TriHealth values, standards, and the TriHealth SERVE model.

Other job-related information:

A primary work location will be assigned but occasionally the Guest Services Associate will be asked to float to other locations across the system in order to meet internal customer needs as well as the staffing needs of the department

Working Conditions:

• Climbing - Rarely
• Concentrating - Occasionally
• Continuous Learning - Frequently
• Hearing: Conversation - Consistently
• Hearing: Other Sounds - Frequently
• Interpersonal Communication - Frequently
• Kneeling - Occasionally
• Lifting <10 Lbs. - Frequently
• Lifting 50+ Lbs. - Rarely
• Lifting <50 Lbs. - Occasionally
• Pulling - Rarely
• Pushing - Frequently
• Reaching - Occasionally
• Reading - Consistently
• Sitting - Frequently
• Standing - Frequently
• Stooping - Occasionally
• Talking - Consistently
• Thinking/Reasoning - Frequently
• Use of Hands - Consistently
• Color Vision - Consistently
• Visual Acuity: Far - Frequently
• Visual Acuity: Near - Consistently
• Walking - Consistently

TriHealth SERVE Standards and ALWAYS Behaviors

Serve: ALWAYS

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service

Respect: ALWAYS

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community