Guest Services Specialist

Memorial Health Care Center; Owosso (MI); On-site; USD 21,000 - 30,000; Full time

Job summary

Memorial Healthcare is seeking a Guest Service Specialist to serve as the first point of contact for patients, families and visitors. You will solve questions, provide directions, and ensure a positive experience across all encounters with Memorial staff.

Responsibilities include answering phones, scheduling, and coordinating with departments to meet patient and family needs. Strong customer service, listening skills, and professionalism are essential to excel in this role.

Qualifications

• Customer service experience is required.
• Experience using a multi-line phone system is required.
• PC experience and comfort with office software are required.
• Strong written and verbal communication skills are required.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Answer calls and assist patients or customers professionally.
• Respond quickly to requests and follow through with callers.
• Provide accurate information and direct inquiries appropriately.
• Maintain a clean, organized reception area and schedule appointments.
• Act as the first point of contact for Memorial Healthcare for internal/external stakeholders.

Skills

Customer service

Multiline phone

PC experience

Office procedures

Communication

Education

High School Diploma

Medical terminology courses

Tools

Microsoft Office

Job description

The Guest Service Specialist position serves as the primary point of contact for Memorial Healthcare. Will serve as a role model to all Memorial staff and be able to problem solve and assist patients, customers, providers and staff with the best experience. Will exhibit superior customer service skills, effective communication and listening skills in every interaction. Responsible for adhering to Memorial Healthcare’s core values by providing professional, efficient and top notch service to every customer every time. Duties will involve but not limited to scheduling, problem solving and responding immediately to all requests. Strives for superior performance by providing the best service to leadership, staff and guests that is recognized as ultimately contributing to the patient and family experience. Recognizes and demonstrates understanding of patient and family centered care.

PRIMARY JOB RESPONSIBILITIES

• Applies excellent customer service skills while answering the phone or working with patients, internal or external customers.
• Responds immediately to requests, assisting every caller by following through.
• Provides top notch customer service skills every time.
• Ability to answer or retrieve the answer to all questions proposed.
• Provide accurate directions to visitors, patients and staff.
• Knowledge of all current events and functions across the organization.
• Remains well versed in all computer applications that pertain to job responsibilities.
• Maintain confidentiality of all information at all times.
• Serves as point of contact for the first impression to our internal and external customers of Memorial Healthcare.
• Maintains knowledge of all current events and offerings across the organization.
• Not only provides information, schedules customers/ patients for community events.
• Maintains a well-organized and clean environment to work at maximum efficiency.
• Demonstrates knowledge of and supports hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.

DEPARTMENTAL AND ADDITIONAL JOB RESPONSIBILITIES

• Works with the IS and Maintenance teams to keep technology and tools functional.
• Other duties as assigned

JOB SPECIFICATIONS

EDUCATION

• High School Diploma required.
• Post high school courses in Medical terminology preferred.

EXPERIENCE

• PC experience required.
• Customer Service experience required.
• Use of multi-line phone experience required.
• Office procedures required.
• Open, honest and tactful communication skills required.

ESSENTIAL PHYSICAL ABILITIES/MOTOR SKILLS

• Able to travel independently throughout all Memorial Healthcare facilities.
• Small motor skills required for operating modern computer, office, and telephone equipment as utilized by Memorial Healthcare (MHC).
• Ability to sit or stand for periods of time.
• Ability to work alone.
• Ability to give and receive information through speaking and listening.

ESSENTIAL TECHNICAL ABILITIES

• Proficiency using modern office, computer and telephone equipmentas used by Memorial Healthcare.
• Ability to pull required reports, updates and event notifications.
• Ability to multitask, using multiple tools as the same time.

ESSENTIAL MENTAL ABILITIES

• Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.
• Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.
• Ability to learn scheduling functions for appointment scheduling.
• Ability to perform required switchboard functions.

ESSENTIAL SENSORY REQUIREMENTS

• Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.
• Able to hear for work-related purposes.
• Ability to maintain self-control.
• Ability to listen and understand to direct callers appropriately.

INTERPERSONAL SKILLS

• Ability to interact with co-workers, hospital staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, physically, verbally and in all written and electronic communication.
• Required to remain calm when adversity is encountered.
• Open, honest, and tactful communication skills.
• Ability to work as a team member in all activities.
• Positive, cooperative and motivated attitude.