Guest Services Associate-Optional

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

Benefits offered by this job

Comprehensive benefits package

Tuition reimbursement

401(k)

Paid time off

Job summary

TriHealth Bethesda North Hospital is seeking a Guest Services Associate to warmly welcome patients and visitors. You will guide guests to locations, answer questions, and support departments across the hospital. Your role requires strong customer service, calm problem-solving, and a patient-first approach.

In this position, you’ll work at main access points, maintain lobby areas, and collaborate with care teams to ensure a smooth patient experience while upholding TriHealth SERVE standards.

Qualifications

• High School Diploma or GED (Required).
• 2–3 years experience in Customer Service (Required).
• Excellent communication and customer service skills.
• Ability to remain calm and de-escalate issues.
• Member of a TriHealth council or committee.

Responsibilities

• Adheres to HIPAA standards and patient/guest/team member confidentiality.
• Guides guests to their destinations and communicates directions.
• Performs hourly rounds to check for environmental and other concerns.
• Acts as liaison between the treatment team and families/visitors; maintains waiting areas and escalates concerns as needed.
• Uses EPIC and other tools to provide patient and department information to guests.
• Greets all guests with a warm welcome and shows service-oriented behavior.

Skills

Customer Service

Communication

De-escalation

Education

High School 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 **escalate** 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

• 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