Guest Services Associate

TriHealth; Montgomery (OH); On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

Benefits package

Tuition reimbursement

401(k) access

Job summary

TriHealth Bethesda North Hospital in Montgomery, OH seeks a Guest Services Associate to warmly greet patients and visitors, answer questions, and guide guests to their destinations while upholding HIPAA and TriHealth SERVE standards.

The role offers benefits for part- or full-time work, shift differentials as appropriate, plus two weeks of full-time day training in Norwood. Excellent communication and customer service are essential.

Qualifications

• High School Diploma or GED (Required)
• 2 - 3 years experience Customer Service (Required)
• 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
• Member of a TriHealth council or committee

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 escape 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.

Skills

Customer service

Communication

De-escalation

HIPAA knowledge

Education

HS Diploma or GED

Job description

Guest Services Associate – Bethesda North Hospital

Make a difference every day as a Guest Services Associate at TriHealth Bethesda North Hospital. Join a compassionate, servant led team committed to excellence in patient care while working in a supportive, high-energy environment.

We offer career growth opportunities, a comprehensive benefits package (for PT or FT) and competitive shift differentials as appropriate for your shift worked. Can turn into Part-time or Full-time depending on your interest and future needs.

**Requires 2 weeks of Full-time Day paid training in Norwood. **

Location

Bethesda North Hospital at 10500 Montgomery Road, Montgomery, OH 45242

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Work Schedule

• Hours/shifts vary
• Holiday/weekend rotation, various shifts needed

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. For PRN/Optional, there is access to 401(k) and other benefits. Please view our benefits page https://careers.trihealth.com/what-we-offer/benefits

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 Requirements

• High School Diploma or GED Degree or GED or Other Related Field (Required)
• 2 - 3 years experience Customer Service (Required)
• 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
• Member of a TriHealth council or committee

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 escape 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 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

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

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