Guest Services Associate I

Phoenix Children's Hospital, Inc.; Phoenix (AZ); On-site; USD 32,000 - 46,000; Full time

Job summary

Phoenix Children's Hospital, Inc. is seeking a Guest Services Associate to assist patient families and visitors with tailored information and exceptional service.

The role connects guests with appointments, services, and visitation while adhering to access policies and ensuring smooth hospital experiences. The position emphasizes knowledge of Phoenix Children’s programs and the Phoenix area, a customer-service mindset, and collaboration with clinical and non-clinical teams to support positive

Qualifications

• Two years of experience in a high volume customer/visitor setting.
• High School Diploma or equivalent required.
• Associates degree in hospitality, business, customer service or related field OR equivalent experience preferred.
• Bilingual in Spanish is a plus.

Responsibilities

• Connect patient families and visitors with clinical appointments, services, and visitation while following policies.
• Provide directions and navigational assistance using wayfinding tools and escorts.
• Educate families on access restrictions, processes for access and registration.
• Act as a liaison for the surgical team in the waiting area when applicable.
• Document information accurately to create or update patient accounts.
• Accept cash and toy donations for Child Life and Foundation departments following procedures.

Skills

Interpersonal skills

Oral/Written communication

Organizational/time management

Critical thinking

Positive professional attitude

Microsoft Office Suite

Bilingual in Spanish

Education

High School Diploma or equivalent

Associates degree in hospitality, business, customer service or related field

Tools

Microsoft Office Suite

Job description

The Guest Services Associate assists patient families and visitors by offering detailed, tailored information for an exceptional patient experience. With their service expertise and extensive knowledge of Phoenix Children`s and the Phoenix area, Guest Services Associates ensure that patient family and visitor experiences exceed their expectations. This position connects guests with appointments, services in clinical and non-clinical areas and visitation while adhering to access policies and processes and providing navigational assistance to destinations. Coordinates services for patients requiring special needs accommodations for positive clinical outcomes. Responsible for effectively organizing, assembling and arranging resources to address patient family and visitor inquiries.

Position Duties

• Utilizing multiple systems and tools the Guest Services Associate connects all patient families and visitors with clinical appointments, surgical procedures, imaging services, specialty testing, registration locations, patient visitation, emergency services, professional meetings and events while adhering to the safety and security policies and procedures for the hospital.
  a.Confirms purpose of visitors using appropriate software, Phoenix Children's programs, approved access communications, shared event calendars and phone confirmations at entrances to the main hospital.
  b.Implements Infection Control screening tools.
  c.Manages check in procedures regarding access for couriers, vendors, process services and surveyors.
  d.Communicates clear and accurate directions using way finding tools and volunteer escorts.
  e.Educates patient families and visitors on access restrictions, processes for access and registration.
  f.Interfaces with and supports the surgical team as a patient family liaison in the surgery waiting area, if applicable.
  g.If applicable, is the first point of contact in the Emergency department for patients and visitors. Checks in patients for treatment, confirms and connects visitors for approved visitation.
  h.If applicable, accurately documents information in the appropriate fields and account notes to create the patient account in the Emergency department.
  i.Accepts cash and toy donations for the Child Life and Foundation departments and deliveries for patients and staff following processes for prompt delivery.
• Provides customer service expertise and is responsible for extensive knowledge of the organization and the Phoenix area.
  a.Coordinates and implements services for patient families to assist them with special needs they may have within a structured Guest Services Special Needs Accommodations program while using the hospital to ensure positive clinical outcomes.
  b.Responds to patient family requests through multiple communication sources and coordinates with appropriate departments to fulfill the needs of the patient.
  c.Utilizes a customer relationship/resource/request management tool.
  d.Communicates professionally within all pathways of service relaying confidence and credibility.
  e.Organizes, assembles and arranges resources and amenities inside and outside of the hospital including lodging, transportation, dining, tourism and personal or business resources to address patient family and visitor inquiries and requests in line with a concierge role.
  f.Works collaboratively in a team environment and independently.
  g.Focuses on customer service demonstrating a high level of emotional intelligence while handling multiple demands.
  h.Acts as an ambassador for the organization by relaying a positive public relations impression.
• Performs miscellaneous job related duties as requested.
  

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families
Values
• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable

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Position Qualifications

Apply for this position?

First Name * Last Name * Phone * Email Address * Resume Upload *


Note, ONLY 1 attachment will be visible to system per applicant for all applications per active profile. When you upload your resume, our system will attempt to update your profile here, which may overwrite previously completed fields. The attached file is accepted as the resume. It is also allowable to combine both the resume (positioned first in the file) followed by a cover letter into the one file attachment.
Please upload a PDF or DOCX version of your resume. Resumes created in Mac Pagesshould be exported as PDF before uploading

Select file... or drag your file to this box Are you a current or former employee? * No Current Employee Former Employee Desired pay? How did you hear about this position?

Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.

Education

Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement? 1. High School Diploma or equivalent
Required Yes No 2. Associates Degree in hospitality, business, customer service or related field OR equivalent combination of education and/or customer service experience.
Preferred Yes No

Experience

Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement? 1. Two (2) years of experience in a high volume customer/visitor setting interacting directly with customers/visitors.
Required Yes No 2. Experience maintaining confidential information.
Preferred Yes No

Special Skills

Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement? 1. Effective interpersonal skills, oral/written communication, organizational/time management, critical thinking skills, and a positive professional attitude.
Required Yes No 2. Skills with Microsoft Office Suite.
Required Yes No 3. Knowledge of medical terminology
Preferred Yes No 4. Bilingual in Spanish
Preferred Yes No

Additional Requirements

Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement? 1. Customer Service coursework or certification.
Preferred Yes No

Physical Requirements & Occupational Exposure/Risk Potential

1. Physical Requirement - Feeling (sensing textures and temperatures) -Constantly 2. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) -Frequently 3. Physical Requirement - Hearing -Constantly 4. Physical Requirement - Pushing/pulling -Occasionally 5. Physical Requirement - Reaching -Occasionally 6. Physical Requirement - Sitting -Frequently 7. Physical Requirement - Standing -Frequently 8. Physical Requirement - Stooping/crouching/kneeling/crawling -Occasionally 9. Physical Requirement - Talking -Constantly 10. Physical Requirement - Walking -Frequently 11. Physical Requirement - Near Vision -Constantly 12. Physical Requirement - Far Vision -Constantly 13. Physical Requirement - Color Discrimination -Frequently 14. Physical Requirement - Use of keyboard, mouse and/or computer equipment -Constantly 15. Physical Requirement - Lift up to 35 pounds without assistance -Occasionally 16. Occupational Exposure/Risk Potential - Inside office environment -Applicable I have reviewed the qualifications, physical requirementsand occupational exposure/risk potential for this position and wish to apply I Agree