Guest Services Specialist

The Guest Services Specialist offers outstanding customer service to our patients, family members, visitors, guests, and other Monument Health caregivers via face-to-face interaction, email, and phone. You will provide prompt, courteous, and customer-oriented service to patients and visitors and will exemplify a service culture by providing caring experiences, positive first and last impressions, and serve as a liaison to Monument Health resources and caregivers. You will make recommendations and offer suggestions, as well as fulfill patient requests to satisfy their non-clinical needs. This position requires exemplary hospitality skills, knowledge of the facility and local area, work in a challenging environment, and an ability to anticipate and exceed the needs of people during one of their most challenging times in life. The Guest Service Specialist collaborates with other Monument Health caregivers, leaders, and volunteers to make patient and guest experiences as positive and effortless as possible. Work shifts may rotate and times vary beginning at 5:00 am and ending at 10:00 pm, including weekends and holidays.

Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include:

• Supportive work culture
• Medical, Vision and Dental Coverage
• Retirement Plans, Health Savings Account, and Flexible Spending Account
• Instant pay is available for qualifying positions
• Paid Time Off Accrual Bank
• Opportunities for growth and advancement
• Tuition assistance/reimbursement
• Excellent pay differentials on qualifying positions (extra pay for working evening, nights, or weekends)
• Flexible scheduling

Essential Functions:

• Provide uncompromising service to hospital patients and their visitors by arranging personal and convenience services.
• Greet and assist patients and visitors within and around the hospital (Wayfinding).
• Assist visitors in connection with patient support and visitation.
• Guide and assist visitors through self-check-in at the kiosks for Visitor Management System.
• Monitor and manage waiting areas as assigned, promoting comfortable and calm healing space.
• Visit admitted patients on a periodic schedule to ensure non-clinical needs are met and promote program knowledge.
• Promote meaningful relationships through engaging and informed conversation with patients and visitors via face-to-face interaction, phone, and email.
• Track accomplishments and challenges, constantly evaluating service levels and reporting them to direct supervisor.
• Patient/Visitor Transport to/from rooms via wheelchair.
• Provide driving directions and printed maps for area hotel accommodations and attractions.
• Enter all patient and visitor requests into a central database.
• Project an approachable and professional image at all times.
• Maintain a general understanding of events occurring at the hospital.
• Respond to patient and visitor requests in a professional, courteous, and timely manner, without exception.
• All other duties as assigned.

Additional Requirements:

Required:

Education - High School Diploma or GED equivalent

Preferred:

Experience - 2 years of customer service experience, 1 years front desk, concierge, or other hospitality experience

Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Job Category: Patient Services

Job Family: Community Outreach

Shift: Employee Type PRN

Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.