GUEST SERVICES REPRESENTATIVE

Guest Services Representative is essential in ensuring a welcoming and supportive environment for patients, visitors, and staff. The ideal candidate will have excellent communication skills, a friendly demeanor, and a commitment to providing exceptional service in a healthcare setting.

Essential Job Duties:

Greeting and Assisting Visitors:

• Welcome patients, visitors, and staff with a friendly and professional attitude adhering to AIDET format and standards.
• Provide directions, information, and assistance as needed.

Information Desk Management:

• Answer incoming calls and respond to inquiries promptly.
• Maintain a clean and organized information desk area.

Patient and Visitor Support:

• Assist patients and visitors with wheelchairs, directions, and personal assistance.
• Retrieves, cleans and stores transportation equipment at entrances to ensure availability for patients and their representatives.
• Coordinate with departments to facilitate patient and visitor needs.
• Contact valet service upon requests from patients and their representatives.

Security and Safety:

• Monitor and report any suspicious activities or safety concerns.
• Ensure compliance with Riverside Healthcare's security protocols.

Administrative Support:

• Assist with scheduling, check-in and coordination of appointments and meetings.
• Serves as a liaison between Cath Lab and other hospital departments, patients, visitors and families.
• Assists in other access areas when needed, including the Surgical Waiting area.

Nonessential Tasks:

• Assist with special events and hospital programs as needed.
• Provide backup support to other administrative staff.
• Attend any meetings required to ensure job performance.
• Participate in ongoing training and professional development.

Required Experience

• Minimum of one year of experience in a customer service role, preferably in a healthcare setting preferred.

Preferred Experience

• Excellent verbal and written communication skills.
• Bilingual Preferred.
• Strong interpersonal skills with the ability to interact effectively with a diverse population.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to handle stressful situations calmly and efficiently.
• Basic understanding of medical terminology is a plus.

Required Licensure/Education

• High school diploma or equivalent preferred. 
• Must be 18 years of age at time of hire.

Preferred Education

• Associate degree in hospitality, healthcare, or a related field preferred

Employee Health Requirements

Exposure/Sensory Requirements

Exposure to:

• Chemicals: Germicidal cleaners, toner for copy machines/printers.
• Video Display Terminals: Average
• Blood and Body Fluids: Risk is minimized through the use of universal precautions.
• TB or Airborne Pathogens: Potential exposure of airborne pathogens from direct patient contact. The risk is minimized through the use of universal precautions..

Sensory requirements (speech, vision, smell, hearing, touch):

• Speech: Needed for communication with customers.
• Vision: Needed to see clearly and read physician orders.
• Smell: N/A
• Hearing: Needed to comprehend patient and physicians when obtaining information and for patient education to answer questions and confirm understanding of instructions.
• Touch: Required for computer input.

Activity/Lifting Requirements

Percentage of time during the normal workday the employee is required to:

• Sit: 28%
• Twist: 5%
• Stand: 23%
• Crawl: 0%
• Walk: 10%
• Kneel: 0%
• Lift: 10%
• Drive: 20%
• Squat: 2%
• Climb: 0%
• Bend: 20%
• Reach above shoulders: 2%

The weight required to be lifted each normal workday according to the continuum described below:

• Up to 10 lbs: Frequently
• Up to 20 lbs: Frequently
• Up to 35 lbs: Occasionally
• Up to 50 lbs: Occasionally
• Up to 75 lbs: Not Required
• Up to 100 lbs: Not Required
• Over 100 lbs: Not Required

Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.):

Required to lift infants/small children and some supply items. If heavy object is being carried, a cart or wheelchair can be used to move it any distance. May need to assist a patient getting out of and back into their wheelchair.

Maximum consecutive time (minutes) during the normal workday for each activity:

• Sit: 15
• Twist: 4
• Stand: 45
• Crawl: 0
• Walk: 20
• Kneel: 0
• Lift: 5
• Drive: 0
• Squat: 2
• Climb: 0
• Bend: 1
• Reach above shoulders: 5

Repetitive use of hands (Frequency indicated):

• Simple grasp up to 10 lbs. Normal weight: 2# often
• Pushing & pulling Normal weight: 2# often Fine 
• Manipulation: Typing/keyboarding, opening and closing drawers.

Environmental Factors & Special Hazards

• Environmental Factors (Time Spent):
• Inside hours: 8
• Outside hours : 0
• Temperature: Normal Range
• Lighting: Average
• Noise levels: Average
• Humidity: Normal 
• Range Atmosphere:
• Special Hazards: Chemical: Exposure to powder in latex gloves.
• Protective Clothing Required: None