Guest Services Representative

Job Responsibilities

• Phone Management
  - Work collaboratively to efficiently handle call volume/queue. Demonstrate basic knowledge of systems, logging in and out and transfer/conference etiquette.
• Customer Service
  - Provides assistance to patients, families, staff, and external agencies in a welcoming, professional, and timely manner. Anticipates the need for support by demonstrating positive guest service characteristics. Approaches visitors who look lost and offer assistance. Identifies needs of patients, families, and colleagues and provides services that satisfy and exceed expectations. Remains up to date with changes in hospital in terms of clinic locations, daily events, and changes in policies and procedure.
  
  Communicates these updates clearly and positively to families and staff. Escorts families, patients, and all guests to specific locations. Delivers meal cards to families through Guest Services. Remains positive when determining the causes of problems and negative situations. Look up itineraries in Epic to assist patients and families. Distribute bus passes on behalf of the organization. Perform non-routine functions.
• Visitor Management
  - Respect the right of parents/guardians and adult patients to identify who may and may not visit by communicating visitor policy and enforcing their preference of approved and unapproved visitors. Provide badging and access that is specific to their needs. May educate staff of policy/process. May manage VM supplies.
• Problem Solving
  - Investigates and resolves guests' requests, questions, and problems. Answers questions by applying knowledge of the assigned function and adhering to CCHMC's policies and procedures.
• Communication
  - Communicate in a clear and concise manner in every medium. Adapt communication style and tone to fit situations and audience. Notify appropriate staff of recurring problems/errors identified within work process or system. May act as a department resource or precept others.

• High school diploma or equivalent
• No directly related experience

Full time. Evening shift 12:30-9:00pm

Burnet Campus

Regular

1

40

Annualized pay may vary based on FTE status $16.50 - $19.80

Cincinnati Children’s is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability