Guest Services Associate (PRN/On-Call)

maryfreebed; Grand Rapids (MI); On-site; USD 25,000 - 30,000; Full time

Job summary

Mary Free Bed in Grand Rapids, MI seeks a Guest Services Associate to welcome patients, families and visitors, and support patient experience across the campus. This PRN/on-call role emphasizes warm, genuine care and helping guests find their way to the correct locations.

The position requires strong customer service and a professional demeanor. Mary Free Bed’s values-based culture focuses on patient care, teamwork, and a welcoming environment for all who come through our doors.

Responsibilities

• Greet patients, visitors and staff with warmth and professionalism.
• Assist arrivals with directions and locating correct destinations.
• Provide information at the West Information Desk and support sign-in.
• Maintain a clean, neat lobby and assist with materials and wheelchairs.
• Protect patient and staff confidentiality and follow HIPAA requirements.

Job description

Variable (United States of America) Hours: PRN/On-Call

PRN Rate: 18.50

Mary Free Bed Summary

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition . Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

The Guest Services Associate greets patients, families, and visitors and assists with other customer service initiatives to improve the patient experience including providing helpful information or assistance with way-finding on campus. The Guest Services Associate provides exceptional customer service to everyone in the facility by exuding warmth, genuine care, and taking pride and joy in this role. Mary Free Bed stands apart from other organizations by the unique combination of:

Essential Job Responsibilities

• Make eye contact and pleasantly greet each patient, visitor, and staff member as they arrive; maintains a pleasant, friendly and professional demeanor with all guest, client, staff members and coworkers to create favorable first and last impressions
• Ask arrivals the nature of his/her visit and assist arrivals in finding his/her correction location. Utilize patient experience volunteers to help escort patients, families, and/or visitors to the correct destination.
• Secures courtesy wheelchairs for guests as needed. Assist arrivals with belongings and equipment if needed.
• Assist arrivals with topographical and informational orientation to the main lobby, registration, check-in kiosks and wait areas. Offer information regarding local resources upon request.
• Provides information and assistance to inpatient admissions, outpatients, visitors, and staff at the West Information Desk, as assigned. Follows all procedures for visitor sign-in and visitor badge processes.
• Assist patients, families and/or visitors with departure and provide a warm good-bye, offering any additional assistance, if needed.
• Protects all hospital guest and staff's confidentiality according to HIPPA requirements
• Maintains a clean work environment, assuring main and west lobby areas are neat and tidy, as well as surrounding areas of entries, valet podium, guest services station, wheelchairs and trash receptacles. Checks courtesy wheelchairs for safe operation prior to each use. Disinfects courtesy wheelchairs after each use.
• Creates and maintains an atmosphere of warmth, personal interest and positive emphasis
• Maintains positive appearance and professional image
• Adheres to hospital policies
• Maintains a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference rooms and other pertinent information
• Completes incident reports that are detailed and strictly factual

Communications Responsibilities

Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates

Ability to use communication devices (phones, radios, etc) in a clear, concise and professional manner to meet and exceed the internal and external customer service expectations.

We'll embrace all people by:

Treating everyone with dignity and respect.

Opening more doors to opportunity for others to succeed.

Growing talent and people.

Ensuring a welcoming experience for all we serve, regardless of origin, race, religion, disability, sexual orientati