Job Overview

This position is responsible for the First Impression of the TriHealth hospitals; providing a warm welcome and greeting to all patients, visitors, and other guests.

This position requires excellent customer service skills, professional appearance, and key behaviors that help guests feel important, listened to, and made at ease.

This position is also responsible for providing guests with information about patient locations, assistance with getting guests where they need to go, and other information and needs of the guests.

This position requires resourcefulness, initiative, and flexibility in order to problem solve to meet expectations of internal (other team members) and external (patients, families, guests) customers.

This position requires knowledge of and adherence to Hospital / State / Federal HIPAA laws and standards. This position must demonstrate working knowledge of TriHealth departments, functions, locations.

This position is located at key access points in the hospitals typically in the main lobbies, secondary lobbies, or high traffic hallways.

Job Requirements

High School Degree or GED or Other Related Field

Excellent communication and customer service skills

Ability to remain calm, friendly, at all times and in all situations

Ability to de-escalate issues and to escalate concerns as appropriate

Member of a TriHealth council or committee

2-3 years experience Customer Service

Job Responsibilities

Other job-related information :

A primary work location will be assigned but occassionaly the Guest Services Associate will be asked to float to other locations across the system in order to meet internal customer needs as well as the staffing needs of the department.

Working Conditions

Climbing - Rarely

Concentrating - Occasionally

Continuous Learning - Frequently

Hearing : Conversation - Consistently

Hearing : Other Sounds - Frequently

Interpersonal Communication - Frequently

Kneeling - Occasionally

Lifting

Lifting 11-50 Lbs - Occasionally

Pulling - Rarely

Pushing - Frequently

Reaching - Occasionally

Reading - Consistently

Sitting - Frequently

Standing - Frequently

Stooping - Occasionally

Talking - Consistently

Thinking / Reasoning - Frequently

Use of Hands - Consistently

Color Vision - Consistently

Visual Acuity : Far - Frequently

Visual Acuity : Near - Consistently

Walking - Consistently

TriHealth SERVE Standards and ALWAYS Behaviors

To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following :

Serve : ALWAYS

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients / guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel : ALWAYS

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service

Respect : ALWAYS

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title / role.
• Speak positively about my team members and other departments in front of patients and guests.

Value : ALWAYS

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage : ALWAYS

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community

Last updated : 2024-05-16