Position Details

Department: PCH-MAIN | Guest Services
Category: Lobby Services
Location: Phoenix
Posting #: 567006
Date Posted: 3/31/2021
Employee Type: Regular

Position Summary

This position assists the Guest Services Supervisor with daily operational activities related to the Guest Services department by providing supportive and corrective interventions related to the Guest Services department processes, procedures and delivery of exemplary customer services to our customers. Provides for the coordination of staffing, training, mentoring and support, as well as performance feedback to the supervisor in addition to performing all duties of a Guest Services Associate. Promotes teamwork, coorperation, and a positive image for Phoenix Children`s.

PCH Values

  • Family-Centered care that focuses on the need of the child first and values the family as an important member of the care team
  • Excellence in clinical care, service and communication
  • Collaborative within our institution and with others who share our mission and goals
  • Leadership that set the standard for pediatric health care today and innovations of the future
  • Accountability to our patients, community and each other for providing the best in the most cost-effective way.

Position Duties

  1. Utilizing multiple systems and tools connects all patient families and visitors with clinical appointments, surgical procedures, imaging services, specialty testing, registration locations,patient visitation, emergency services, professional meetings and events while adhering to the safety and security policies and procedures for the hospital.
    • *Confirms purpose of visitors and using appropriate software, PC programs, approved access communications, shared event calendars and phone confirmations at entrances to the main hospital.
    • *Implements Infection Control screening tools.
    • *Manages check-in procedures regarding access for couriers, vendors, process services and surveyors.
    • *Communicates clear and accurate directions using way finding tools and volunteer escorts.
    • *Educates patient families and visitors on access restriction, processes for access and registration.
    • *Interfaces with and supports the surgical team as a patient family liaison in the Surgery Waiting area.
    • *Is the first point of contact in the Emergency Department for patients and visitors. Performs patient check-in for treatment, confirms and connects visitors for approved visitation.
    • *Accurately documents information in the appropriate fields and account notes to create the patient account in the Emergency Department.
    • *Accepts cash and toy donations for the Child Life and Foundation departments, and deliveries for patient families and staff following processes for prompt delivery.
  2. Provides customer service expertise and is responsible for the extensive knowledge of the organization and the Phoenix area.
    • *Coordinates and implements services for patient families to assist them with special needs they may have within a structured Guest Services Special Needs Accommodations program while using the hospital to ensure positive clinical outcomes.
    • *Responds to patient family requests through multiple communication sources and coordinates with the appropriate departments to fulfill the needs of the patient.
    • *Utilizes a customer relationship/ resource /request management tool.
    • *Communicates professionally within all pathways of service relaying confidence and credibility.
    • *Organizes, assembles and arranges resources and amenities inside and outside of the hospital including lodging, transportation, dining, tourism and personal or business resources to address patient family and visitor inquiries and requests in line with a concierge role.
    • *Works independently and collaboratively in a team environment.
    • *Focuses on customer service and demonstrates a high level of emotional intelligence while handling multiple demands.
    • *Acts as an ambassador for the organization by relaying a positive public relations impression.
    • *Participates in professional development opportunities to maintain current skill and competency levels.
    • *Assists in training, supervision and evaluation of volunteers assigned to the department.
  3. Oversees day to day operations within an assigned area and serves as a resource for trainees, staff and volunteers. The Lead will stay abreast of changes in protocol, manage inventory of supplies and ensure each Guest Services location has the necessary supplies and tools to be successful.
    • *Coordinates work activities and provides limited supervision of assigned staff to ensure achievement of established goals, objectives and outcomes. Escalates issues to their leaders as needed.
    • *Maintains professional and technical competency in aspects of Guest Services competencies through constantly pursuing knowledge, self-improvement opportunities and awareness of technical aspects relating to the systems and software utilized within the department.
    • *Proactively evaluates systems, practices, and assists to create and implement changes to increase and enhance the effectiveness of the operation.
    • *Provides customer service expertise and is responsible for the extensive knowledge of the organization and the Phoenix area.
    • *Works with the department leadership to train, support and celebrate volunteers that report to Guest Services.
    • *Communicates professionally within all pathways of service relaying confidence and credibility.
    • *Addresses complaints or dissatisfaction and engages in service recovery. Models service recovery strategies for other staff.
  4. Performs miscellaneous job related duties as requested.

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.
Do you meet this requirement?
1. High School diploma or equivalent Required
2. Associates Degree in Hospitality, business, customer service or related field OR equivalent combination of education and/or leadership experience. Preferred
Do you meet this requirement?
1. 4 years of experience in a high volume customer/visitor setting interacting directly with customers/visitors Required
2. 2 years of experience in a lead role interacting directly with customers/visitors Preferred
3. Experience maintaining confidential information Preferred
Do you meet this requirement?
1. Notary Public Certification, or obtains certification within the first 9 months of employment. Required
2. Customer Service coursework or certification Preferred
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Climbing Occasionally
2. Physical Requirement - Feeling (sensing textures and temperatures) Constantly
3. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) Constantly
4. Physical Requirement - Hearing Constantly
5. Physical Requirement - Pushing/pulling Occasionally
6. Physical Requirement - Reaching Occasionally
7. Physical Requirement - Sitting Frequently
8. Physical Requirement - Standing Frequently
9. Physical Requirement - Stooping/crouching/kneeling/crawling Occasionally
10. Physical Requirement - Talking Constantly
11. Physical Requirement - Walking Occasionally
12. Physical Requirement - Near Vision Constantly
13. Physical Requirement - Far Vision Constantly
14. Physical Requirement - Color Discrimination Occasionally
15. Physical Requirement - Use of keyboard, mouse and/or computer equipment Constantly
16. Physical Requirement - Lift up to 35 pounds without assistance Occasionally
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply