Lead Guest Services Representative

Major Responsibilities

• Coordination: Coordinate activities of assigned teammates.
• Training and Orientation: Orient new teammates and provide ongoing training and assessment of staff. Train volunteers as appropriate to their assignments.
• Meetings Participation: Participate in regular staff meetings with Supervisors and Huddle Meetings with teammates.
• Customer Service: Receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner. Respond to patient and guest complaints.
• Assistance and Directions: Provide guests with assistance throughout the facility, including directions, patient locations, and location of hospital amenities.
• Policy Communication: Assist families in understanding hospital and departmental policies and procedures and promote open communication of information as appropriate.
• Emergency Response: Respond as directed to all emergency, crisis, and disaster situations.
• Data Collection: Collect data and documentation that assists in identifying areas needing improved customer service. Assist leaders in recommending changes in facility and departmental policy and procedure.
• Customer Service Improvement: Facilitate improved customer service by identifying, responding to, and directing complaints, concerns, and compliments to the appropriate staff members and leaders.
• Documentation: Accurately record and submit all documentation/statistical reports for services provided to patients and families.
• Is there anything else you would like to know about this job.
• Patient Population Served
• Will limit access to protected health information (PHI) to the information reasonably necessary to do the job.
• Will share information only on a need-to-know basis for work purposes.
• Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility
• within the organization. Computerized access to PHI for this job has been determined as described above and is controlled

Minimum Job Requirements Education: High School Diploma or GED required.

Certification / Registration / License: Valid Driver's License, Basic Life Support Certification, Annual Defensive Driving Course

Work Experience: Ability to type 60 words per minute. Computer proficiency.

Knowledge / Skills / Abilities Demonstrates knowledge of the principles of growth and development and demonstrates the skills and competency appropriate to

the ages, culture, developmental stages, and special needs of the patient population served Machines, Tools, and Equipment Related office equipment and supplies.

Physical Requirements And Working Conditions Work requires sitting and standing for extended periods of time. Certain assignments require the ability to move throughout a building or specific area. Work requires occasional bending and pushing wheelchairs. Not all physical requirements are for all four desks. Ability to hear well and speak clearly.