Patient Guest Services Assistant - Ambulatory

Cleveland Clinic; Fort Lauderdale (FL); On-site; USD 21,000 - 30,000; Full time

Job summary

Cleveland Clinic Weston Hospital is seeking a Patient Guest Services Assistant to welcome patients and visitors, assist with wayfinding, and provide non-medical transport. This role emphasizes empathetic service, clear communication, and teamwork to enhance the patient experience across the Florida region.

The ideal candidate demonstrates excellent verbal communication, basic computer skills, and flexibility to handle a fast-paced environment in a hospital setting, with potential career growth

Qualifications

• High School Diploma or GED is required.
• Excellent verbal communication skills are essential.
• Ability to exercise judgment to triage inquiries.
• Basic computer skills with Epic and Outlook.

Responsibilities

• Greet patients, guests and colleagues and provide directions.
• Assist with wayfinding and non-medical transport as needed.
• Provide limited concierge services for hospital services and community amenities.
• Transport patients via wheelchair and confirm appointment details.
• Collaborate with leadership to improve the patient experience.
• Remain visible in lobbies and front entrances to welcome visitors.
• Respond to patient needs and assist with inquiries using empathetic service.

Skills

Excellent verbal communication

Spanish bilingual

Basic computer skills (Epic, Outlook)

Education

High School Diploma or GED

Tools

Epic

Outlook

Job description

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale metro area and Florida. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As a Patient Guest Services Assistant (Redcoat), you will serve as a highly visible resource for patients, family members and visitors, helping create a warm, comfortable and informed experience. You will assist with greetings to patients, identifying their service needs, guiding them in 'wayfinding' and transporting patients via wheelchair when needed. This is a fast-paced, ever-changing environment, and tasks may shift from day to day based on the needs of the situation. The ideal caregiver in this position must be empathetic and very flexible to handle the demands of the role. In this role, you will have endless opportunities to connect with everyone you meet, offer unmatched customer service and leave a lasting impression on the community as a whole. It can also lead to other career opportunities such as Patient Service Specialist or various roles depending on performance, education and aspirations.

A caregiver in this position works 8-hour shifts, Monday-Friday, between 7:00AM – 6:00PM, with flexibility on start/end times. On occasion, flexibility is needed to cover other caregivers.

A caregiver who excels in this role will:

• Meet, greet and assist patients, guests and colleagues by providing directions, obtaining wheelchairs and providing non-medical transport.
• Be a highly visible, enthusiastic person who ensures that patients, family members and visitors have peace of mind by utilizing the “Communicate with H.E.A.R.T.” models, setting expectations and always delivering empathetic care.
• Facilitate communication among patients, families, caregivers and providers when needed.
• Provide service recovery as needed and assist with resolving patient and family concerns using the “Respond with H.E.A.R.T.” model at the point of service.
• Elevate unresolved concerns to leadership for the department/unit where the concern originated.
• Actively round in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room.
• Remain stationary at the front entrance to welcome patients and visitors as needed.
• Talk with patients about something other than why the patient is here by asking about their experience and if they have any other needs.
• Access patient information to confirm appointment times, appointment locations and room numbers as needed.
• Provide limited concierge services to assist patients and guests with hospital services and community amenities at designated locations.
• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.
• Observe programs and coach as needed.
• Respond to medical alerts to assist with patients/visitors, families and obtain appropriate equipment if needed.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED
• Excellent verbal communication skills
• Ability to exercise judgment to accurately triage inquiries
• Basic computer skills (Epic, Outlook, etc.)

Preferred qualifications for the ideal future caregiver include:

• Bi-lingual Spanish skills

Physical Requirements:

• Manual dexterity to operate office equipment.
• Requires frequent data entry, standing, walking, and sitting.
• Normal or corrected vision, hearing, speech.
• Excellent hand/eye coordination.
• Lift up to 25 pounds.
• Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

Personal Protective Equipment:

• Follows Standard precautions using personal protective equipment.

Pay Range

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.