Guest Services Representative (Concierge

Job Description Summary The Guest Services Representative reports to the Patient Experience Manager. Under general supervision, the Guest Services Representative covers the Emergency Department. The Guest Services Representative will escort patients to the proper room location within the Emergency Department. In addition, this role provides a high level of customer services while offering support and quality services to meet the needs of the patients, patient family members, visitors, guest and nursing/clinical team members throughout the Emergency Department.

In order to achieve optimal satisfaction for all customers, this position ensures patient comfort and facilitates transportation for patients that meets necessary requirements, access to Chaplin services and community social services for patients, family members and visitors. The Guest Services Representative also functions as the liaison between the patients, family members, visitors, guest and the clinical team members within the Emergency Department.

The Guest Services Representative maintains confidentiality of patients in the Emergency Department. Performs other related job duties as assigned.

Entity Medical University Hospital Authority (MUHA) Worker Type Employee Worker Sub-Type Regular Cost Center CC004880 ORBG - Guest Services Pay Rate Type Hourly Pay Grade Health-19 Scheduled Weekly Hours 25 Work Shift Evening (United States of America)

Job Description The Guest Services Representative reports to the Patient Experience Manager. Under general supervision, the Guest Services Representative covers the Emergency Department. The Guest Services Representative will escort patients to the proper room location within the Emergency Department. In addition, this role provides a high level of customer services while offering support and quality services to meet the needs of the patients, patient family members, visitors, guest and nursing/clinical team members throughout the Emergency Department.

In order to achieve optimal satisfaction for all customers, this position ensures patient comfort and facilitates transportation for patients that meets necessary requirements, access to Chaplin services and community social services for patients, family members and visitors. The Guest Services Representative also functions as the liaison between the patients, family members, visitors, guests and the clinical team members within the Emergency Department.

The Guest Services Representative maintains confidentiality of patients in the Emergency Department. Performs other related job duties as assigned. This role requires the ability to work 12-hour shifts, work weekends and staggered shifts.

Education:

High School Degree or Equivalent;
Associate degree and one year directly related customer service work experience;
Must be able to read, write and follow verbal instructions.

Work Experience:

0-6months and two years directly related customer service work experience;
Computer experience required.

• Ability to perform job functions while standing. (Continuous)
• Ability to perform job functions while sitting. (Continuous)
• Ability to perform job functions while walking. (Continuous)
• Ability to climb stairs. (Infrequent)
• Ability to work indoors. (Continuous)
• Ability to work outside in temperature extremes. (Infrequent)
• Ability to work from elevated areas. (Frequent)
• Ability to work in confined/cramped spaces. (Frequent)
• Ability to perform job functions from kneeling positions. (Infrequent)
• Ability to bend at the waist. (Continuous)
• Ability to twist at the waist. (Frequent)
• Ability to squat and perform job functions. (Frequent)
• Ability to perform "pinching" operations. (Frequent)
• Ability to perform gross motor activities with fingers and hands. (Continuous)
• Ability to perform firm grasping with fingers and hands. (Continuous)
• Ability to perform fine manipulation with fingers and hands. (Continuous)
• Ability to reach overhead. (Frequent)
• Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Continuous)
• Ability to fully use both legs. (Continuous)
• Ability to use lower extremities for balance and coordination. (Frequent)
• Ability to reach in…