Guest Services Associate CMC

Major Responsibilities: To emulate the concept of "customer service" while performing all related job duties.
2)
Assist in establishing “customer service standards” policies and procedures.
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Act as a resource person for all hospital associates and partners in customer service matters as well as acting in the role of guest advocate for all internal and external guests.
1)
Assist in development of “customer service excellence” standards that not only meet but exceed customer expectations.

To partner flexibly with all team members in Guest Services and all departments in the medical center in order to meet the needs of our customers.
1)
As a department under the umbrella of customer service, guest services associates will serve as liaisons for our patients and provide support to all departments as needed, by assisting with patient needs and concerns presented to us, resolution of patient issues when possible, application of service recovery when appropriate, connection with appropriate individual who can resolve the issue when necessary and other duties as needed.
2)
Guest Services team members will serve as a “voice of the customer” by conducting rounds on the inpatient units to assist patients who may feel that they are not receiving service that meets their expectation and responding to these needs by resolving the issues or getting in touch with the appropriate person who can. It is also the role of guest services to follow up on patient’s rounded on to assure action has been taken.
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Assume responsibilities for concierge outcomes as a whole and participate in evaluations and action plan design and implementation activities in order to maintain high standards of service.
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Attends team meetings and brings pertinent information to team group (i.e. monitoring indicators results, recommendations for improvements, problem solving recommendations, and general information of overall service).
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Acts as a customer service excellence and information team resource person to hospital associates
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Promotes patient safety by reporting of issues through established channels and participating as requested in safety initiatives.

Provides information to guests, associates and partners as needed, required or determined per individual situations.
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Provides information regarding scheduled meeting dates, times and location, ACH education programs information, etc.
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Accepts and disseminates guest, associate suggestions, concerns and questions to appropriate area and/or person.
5)
Acts as a liaison between guests and all other hospital areas to include such things as directing guests to Cashier/business office area, informing valet service of vehicle retrieval request, communication with outpatient areas notifying of patient arrival or particular patient needs, communication with security in order to inform of on-going or potential security situation.
6)
Coordinates ACH guest information needs with external services or resources such as information regarding bus, train, or taxi schedules or requests, dining establishments, hotels, airline reservation systems, religious service locations and schedule, requests for flowers, personal care items or services, or any other requested services.
7)
Assists guest in contacting needed places or areas such as insurance companies for approval for care, PCP referrals, or tests and procedures authorization numbers, patients schedule tests and procedures while at the hospital, hospital business departments, patient rooms, etc.
1)
Accesses information via a variety of vehicles (multiple computer systems, phones, maps, signs, etc.) and provides information such as place and time of appointment for tests/procedures, location of destination, availability of transportation services, inpatient information, ER patients’ information, visiting hours information, etc.
2)
Acts as a liaison and works with volunteers staff with visitor pass system and provides information to guests regarding visitor hour information, acquisition of special visiting hours, emergency or critical visitor access to patient care areas, receive and communicate messages or instructions as provided by patient care areas,…