Guest services attendant

SUMMARY:

Under general supervision of the Director, Patient Experience, and within hospital and department policies and procedures, the guest service attendant acts as the first point of contact between patient, visitors, guests, and the hospital. Provides an extraordinary patient experience where all feel welcomed, valued and respected. Has the ability to listen well and anticipate patient’s, visitor’s and guest’s needs and provides wonderful customer service (answering questions, providing accurate information and assisting in wayfinding and transport). Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

RESPONSIBILITIES:

• Maintains established department policies, procedures, objectives, quality assurance, safety, and environmental control.
• Greet patients, visitors, and guests warmly and make them feel welcome and attended.
• Provides wayfinding and transport as needed and according to department guidelines.
• Acts as a liaison between patients, visitors and guests and any hospital department.
• Anticipate guest’s needs to accommodate them and provide an exceptional guest experience.
• Screens all visitors and patients using approved screening process and ensures all follow COVID etiquette.
• Maintains main entrance PPE inventory and order stock as needed.
• Ensures adherence to hospital visitor policy and communicates clearly and respectfully to all guests.
• Cross-trained in patient and visitor badging system as a backup to security personnel.
• Utilizes interpreter services or interpreter on wheels when needed.
• Together with environmental services, ensures that main lobby spaces are always clean and tidy.
• Monitors and controls traffic in main lobby in conjunction with security personnel.
• Answers telephone and uses appropriate telephone techniques and proper identification.
• Responds to telephone inquiries regarding patient room numbers, visiting hours and other limited patient information.
• Notifies appropriate personnel of arrival of visitors and follows hospital visitor guidelines.
• Provides clear directions and assistance to patients and visitors, including directions for parking, wheelchair assistance, and locations of telephones, rest rooms, and hospital departments.
• Provides room numbers of patients.
• Manages all patient belongings, food, and flowers brought in by families and ensures they are delivered promptly to the correct destination.
• Preserves and protects confidentiality of information.
• Operates computer terminal to retrieve patient room numbers/extensions, admissions, discharges and religious affiliation.
• Protects patient privacy for those who choose to be “restricted” from the patient directory.
• Provides approved clergy representatives from area parishes/synagogues with information on parishioners, who are patients.
• Distributes and logs specialized keys (i.e.: gift shop, rolling library, etc.) to designated volunteers.
• Ensures that vendors sign-in and out at the vendor registration terminal.
• Oversees the delivery of newspapers to departments, patient rooms and waiting areas.
• Provides 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.
• Attends in-service and educational programs.
• Attends and participates in staff meetings.
• Assists in care and maintenance of department equipment and supplies.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS:

QUALIFICATIONS:

• 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.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Must and be able to sit for 3-7 hours a day and stand or walk for 1-3 hours a day. Must be able to lift 10-35lbs with good body mechanics and be able to bend infrequently. Must be able to use both hands and perform work with moderate deviation from neutral wrist position; including moderate hand / wrist repetitions; able to perform work with frequent fine motor skills. Near and far vision must be accurate with moderate color discrimination and accurate depth perception. Must be able to hear a whisper at 3ft.

INDEPENDENT ACTION:

Incumbent functions independently within broad scope of department policies and practices. Generally, refers specific problems to supervisor, only where clarification of departmental policies and procedures may be required.

SUPERVISORY RESPONSIBILITY:

None.