Red Coat - Patient Guest Services Assistant

Cleveland Clinic; Avon (OH); On-site; USD 21,000 - 25,000; Full time

Job summary

Cleveland Clinic Avon Hospital in Avon, OH is hiring a Patient Guest Services Assistant to help patients, families and visitors, provide directions, arrange basic transport, and ensure a safe, welcoming environment.

This entry point offers exposure to hospital operations and opportunities within the system; schedule Monday–Friday nights 11:00 p.m.–7:30 a.m. with on-call every 4th weekend and alternating holidays, and access to Cleveland Clinic benefits.

Qualifications

• High school diploma or GED
• Basic computer skills: Epic, Outlook, and other internal systems
• Excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests
• Two years’ experience in a customer service role with at least one year of providing face-to-face customer service

Responsibilities

• Provide directions to patient rooms or other areas of the hospital and assist patients, guests and colleagues by aiding, providing campus directions, obtaining wheelchairs and providing minimal transport
• Greet, welcome and assist patients, guests and colleagues and coordinate with other departments as needed
• Access patient information to confirm appointment times, appointment locations and room numbers
• Provide concierge services to access Internet information (driving directions, restaurants, shopping, and amenities) in the hospital and within the community
• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience
• Correct and/or report safety, maintenance, and cleaning needs
• Respond to Code Blue and Code Red emergencies with appropriate equipment
• Coordinate patient needs with other departments

Skills

Excellent verbal communication

Empathy

Customer service mindset

Education

High school diploma or GED

Associate’s degree

Job description

Join Cleveland Clinic Avon Hospital and experience world-class healthcare at its best. Avon Hospital provides state-of-the‑art healthcare to all its patients and is a proud Magnet Hospital awarded by the American Nurses Credentialing Center. This designation is the highest honor an organization can receive for professional nursing practice.

As a Patient Guest Services Assistant, you will provide customer service by providing directions to patient rooms or other areas of the hospital, serving as local resource for visitors and ensuring a safe environment for patients, guests and caregivers. This role is an excellent entry point into the Cleveland Clinic and the many opportunities available within the organization such as Health Unit Coordinators, Medical Staff Office and the Graduate Medical Education program.

A caregiver in this role works Monday – Friday from 11:00 p.m. – 7:30 a.m. with on-call every 4th weekend and every other holiday required.

A caregiver who excels in this role will:

• Ensure that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care.


• Greet, welcome and assist patients, guests and colleagues by aiding, providing campus directions, obtaining wheelchairs and providing minimal transport.


• Access patient information to confirm appointment times, appointment locations and room numbers.


• Provide some concierge services to assist patients and guests with accessing Internet information (driving directions, restaurants, shopping, and amenities) in the hospital and within the community.


• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.


• Correct and/or report safety, maintenance, and cleaning needs.


• Respond to Code Blue and Code Red emergencies with appropriate equipment.


• Coordinate patient needs with other departments.

Minimum qualifications for the ideal future caregiver include:

• High school diploma or GED


• Basic computer skills: Epic, outlook, and other internal systems


• Excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests


• Two years’ experience in a customer service role with at least one year of providing face-to-face customer service

Preferred qualifications for the ideal future caregiver include:

• Associate’s degree

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

Minimum hourly: $15.00

Maximum hourly: $18.44

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).