Guest Services Associate

Overview

Job Description
Part‑time 30 hours per week at Good Samaritan Hospital in Clifton; great benefits! This position is responsible for the First Impression of the Tri Health hospitals; providing a warm welcome and greeting to all patients, visitors, and other guests. It requires excellent customer‑service skills, a professional appearance, and key behaviors that help guests feel important, listened to, and  role also provides guests with information about patient locations, assists them in getting to where they need, and responds to other information and needs.

Resourcefulness, initiative, and flexibility are essential to meet expectations of internal (other team members) and external (patients, families, guests) customers. Adherence to Hospital/State/Federal HIPAA laws and standards, and knowledge of Tri Health departments, functions and locations, is mandatory. The position is located at key access points in the hospitals—main lobbies, secondary lobbies or high‑traffic hallways.

• High School Diploma or GED or Other Related Field (Required)
• 2–3 Years Experience in Customer Service (Required)
• Excellent communication and customer service skills
• Ability to remain calm, friendly, at all times and in all situations
• Ability to de‑escalate issues and to escalate concerns as appropriate
• Member of a Tri Health council or committee

• Adheres to HIPAA standards and patient/guest/team member confidentiality.
• Ensures guests reach their destinations by escorting them or explaining directions.
• Performs hourly rounds to check for environmental and other concerns; escalates concerns as needed.
• Serves as a liaison between treatment teams and families/visitors in waiting rooms; provides updates and pertinent information.
• Maintains and assumes responsibility for waiting room areas; escalates environmental/technical concerns as needed and promotes a clean environment.
• Utilizes EPIC and other tools to provide patient information and departmental information to guests.
• Acknowledges and greets 100% of guests with a smile, warm welcome, and friendly non‑verbal cues; exhibits key customer‑service behaviors aligned with Tri Health values, standards, and the Tri Health SERVE model.

A primary work location will be assigned, but the Guest Services Associate may be asked to float to other locations across the system to meet internal customer needs and staffing needs of the department.

• Climbing – Rarely
• Concentrating – Occasionally
• Continuous Learning – Frequently
• Hearing:
  Conversation – Consistently
• Hearing:
  Other Sounds – Frequently
• Interpersonal Communication – Frequently
• Kneeling – Occasionally
• Lifting