Guest Services Representative

Job Description

Park Nicollet Health Services

Job Title: Representative, Guest Services

Job Code: 5SX

Leader Title Level: Mgr, Patient Support Srvcs

Location: Meadowbrook

Heart & Vascular Center

Methodist Hospital

Department: Volunteer Services/Foundation

Final Approval (Dir. or VP Level): Dir, EVS & Parking

Date Approved:

10/21/2013

Date Revised:

11/30/2023

POSITION SUMMARY STATEMENT:

The main responsibility of this position is to work cooperatively with all hospital departments and clinics to deliver optimal service to patients, families and guests by anticipating customer needs, greeting and assisting all individuals entering the facility and ensuring that the finest in hospitality and service is consistently provided, with minimal supervision.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • High School Diploma or equivalent.

  • 3 – 5 years of working in public settings as a receptionist, concierge or other guest contact experience required.

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients.

  • Requires knowledge of handicap equipment (wheelchair, walker, crutches, etc.) and how to assist patients, visitors and staff.

  • Personal computers utilizing Microsoft applications and healthcare databases.

  • Standard Office equipment

  • Wheelchairs

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • NA

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • NA

ESSENTIAL DUTIES:

1. Hospitality Services

• Approaches work from a Customer Experience and Results vantage point, looks for opportunities to assist other team members, or other hospital staff, in serving our patients and guests.

• Anticipates needs of patients and families and delivers service according to hospital and department standards.

• Able to effectively and accurately direct patients and visitors

• Provides wheelchair transportation and/or walking escort to patients and guests as needed.

• Rounds throughout the lobby and public areas to ensure availability to guests

• Gives direction to volunteers in Guest Experience roles

• Integrates services across the hospital and adjoining clinics to ensure exceptional guest experiences

• Knowledgeable regarding emergency procedures and processes

• Routes media requests to the appropriate resource

• Knowledgeable about Joint Commission and other regulatory agencies and knows proper way to receive and announce them

• Maintains neat, clean, professional and safe appearance of lobby and other public areas

• Reports any needed repairs to proper departments

• Assists in maintaining adequate supply of wheelchairs

1. Guest Feedback

• Encourages guests to provide feedback regarding their experience

• Tracks & reports recurring requests from patients and visitors and makes recommendations for long term proactive solutions that improve the patient and family experience.

1. Performs other miscellaneous duties as necessary. May include but are not limited to:

• Attends and participates in staff meetings, and professional development sessions

• Actively seeks to build goodwill among team members and across departments

• Assists in training new staff and volunteers

• Contributes articles to the department newsletter to improve interdepartmental communications

• Assists with assembly of mailing materials &/or phone calls.

• Other duties as assigned

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