Job Description
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 <10 Lbs - Frequently
Lifting 50 Lbs - Rarely
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
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. 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