Guest Service Attendant

SUMMARY

Under general supervision of the Director, Patient Experience, and within hospital and department policies and procedures, the guest service attendant acts as the first point of contact between patient, visitors, guests, and the hospital. Provides an extraordinary patient experience where all feel welcomed, valued and respected. Has the ability to listen well and anticipate patient’s, visitor’s and guest’s needs and provides wonderful customer service (answering questions, providing accurate information and assisting in way finding and transport).

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done.

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

• Maintain established department policies, procedures, objectives, quality assurance, safety, and environmental control.
• Greet patients, visitors, and guests warmly and make them feel welcome and attended. Provide way finding and transport as needed and according to department guidelines.
• Act as a liaison between patients, visitors and guests and any hospital department.
• Anticipate guest’s needs to accommodate them and provide an exceptional guest experience.
• Screen all visitors and patients using approved screening process and ensure all follow COVID etiquette. Maintain main entrance PPE inventory and order stock as needed. Ensure adherence to hospital visitor policy and communicate clearly and respectfully to all guests.
• Cross‑train in patient and visitor badging system as a backup to security personnel.
• Utilize interpreter services or interpreter on wheels when needed.
• Together with environmental services, ensure that main lobby spaces are always clean and tidy.
• Monitor and control traffic in main lobby in conjunction with security personnel.
• Answer telephone and use appropriate telephone techniques and proper identification. Respond to telephone inquiries regarding patient room numbers, visiting hours and other limited patient information.
• Notify appropriate personnel of arrival of visitors and follow hospital visitor guidelines.
• Provide clear directions and assistance to patients and visitors, including directions for parking, wheelchair assistance, and locations of telephones, rest rooms, and hospital departments. Provide room numbers of patients.
• Manage all patient belongings, food, and flowers brought in by families and ensure they are delivered promptly to the correct destination.
• Preserve and protect confidentiality of information.
• Operate computer terminal to retrieve patient room numbers/extensions, admissions, discharges and religious affiliation. Protect patient privacy for those who choose to be "restricted" from the patient directory.
• Provide approved clergy representatives from area parishes/synagogues with information on parishioners, who are patients.
• Distribute and log specialized keys (i.e.: gift shop, rolling library, etc.) to designated volunteers.
• Ensure that vendors sign‑in and out at the vendor registration terminal.
• Oversee the delivery of newspapers to departments, patient rooms and waiting areas.
• Provide support to customers using Cafe 1873 by assisting with credit card purchases, ensuring space is well stocked and clean, and calling vending company when service is needed on equipment.
• Attend in‑service and educational programs. Attend and participate in staff meetings.
• Assist in care and maintenance of department equipment and supplies.
• Perform other related duties as required.

• High School diploma or equivalent.
• A degree or certificate in a hospitality‑related field is preferred.
• Basic computer skills, including word processing, required.
• Excellent customer service and people skills required.
• Minimum of 1‑year of customer service experience required.