Guest Service Attendant

Guest Service Attendant – Brown University Health

Under general supervision of the Director, Patient Experience, the Guest Service Attendant acts as the first point of contact between patients, visitors, and guests, providing an extraordinary experience where everyone feels welcomed, valued, and respected. In this role you will demonstrate the organization’s values of compassion, accountability, respect, and excellence, and work collaboratively with your team to achieve high standards of care and customer service.

• 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, guests and any hospital department.
• Anticipate guests’ 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.
• Work with environmental services to 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, restrooms, 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 (e.g., gift shop, rolling library, etc.) to designated volunteers.
• Ensure that vendors sign‑in and sign‑out at the vendor registration terminal.
• Oversee the delivery of newspapers to departments, patient rooms, and waiting areas.
• Provide support to customers using Café 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.

The position requires sitting for 3–7 hours a day and standing or walking for 1–3 hours a day. The employee must be able to lift 10–35 lbs with good body mechanics, bend infrequently, use both hands for tasks involving moderate deviation from neutral wrist position, and perform frequent fine motor skills. Near and far vision must be accurate with moderate color discrimination and depth perception.

The employee must be able to hear a whisper at 3 ft.

$17.00 – $25.82 per hour

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Newport Hospital – 11 Friendship Street, Newport, Rhode Island 02840

M‑F, rotating shifts, weekends, and holidays

Variable

8 hours

No