As part of our continued commitment to providing a safe and healthy workplace, Phoenix Children’s is officially a mandatory COVID-19 vaccination organization, effective October 1, 2021. All new employees must be fully vaccinated prior to starting employment at Phoenix Children’s. Having a vaccinated workforce is an important step in supporting our mission to provide hope, healing and the best healthcare for the children in our community.

Position Details

Department: PCH-SW | Guest Services
Category: Lobby Services
Location: Avondale
Posting #: 745851
Date Posted: 5/2/2023
Employee Type: Regular

Position Summary

Posting Note: *This is a part-time position (24 hours/week) at the Avondale location. This position will start at the end of June*

The Guest Services Associate assists patient families and visitors by offering detailed, tailored information for an exceptional patient experience. With their service expertise and extensive knowledge of Phoenix Children's and the Phoenix area Guest Services Associates will ensure that patient family and visitor experiences exceed their expectations. This position connects guests with appointments, services in clinical and non-clinical areas and visitation while adhering to access policies and processes and provides navigational assistance to destinations. Coordinates services for patients requiring special needs accommodations for positive clinical outcomes. Responsible for effectively organizing, assembling and arranging resources to address patient family and visitor inquiries. Professionally interfaces and collaborates with all departments and across multiple locations.

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 the Guest Services Associate 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 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 restrictions, 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. Checks in patients 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 patients and staff following processes for prompt delivery.
  2. Provides customer service expertise and is responsible for 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 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.
    • * Must be able to collaboratively work in a team environment and independently.
    • * Must be customer service focused demonstrating 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. 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 customer service experience Preferred
Do you meet this requirement?
1. 2 years of experience in a high volume customer/visitor setting interacting directly with customers/visitors Required
2. Experience maintaining confidential information Preferred
Do you meet this requirement?
1. Customer Service coursework or certification Preferred
Do you meet this requirement?
Special Skills
1. Effective interpersonal skills, oral/written communication, organizational/time management, critical thinking skills, and a positive professional attitude Required
2. Microsoft office suite skills Required
3. Knowledge of medical terminology Preferred
4. Bilingual in Spanish Preferred
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Feeling (sensing textures and temperatures) Constantly
2. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) Frequently
3. Physical Requirement - Hearing Constantly
4. Physical Requirement - Pushing/pulling Occasionally
5. Physical Requirement - Reaching Occasionally
6. Physical Requirement - Sitting Frequently
7. Physical Requirement - Standing Frequently
8. Physical Requirement - Stooping/crouching/kneeling/crawling Occasionally
9. Physical Requirement - Talking Constantly
10. Physical Requirement - Tasting/smelling Occasionally
11. Physical Requirement - Walking Frequently
12. Physical Requirement - Near Vision Constantly
13. Physical Requirement - Far Vision Constantly
14. Physical Requirement - Color Discrimination Frequently
15. Physical Requirement - Use of keyboard, mouse and/or computer equipment Constantly
16. Physical Requirement - Lift up to 35 pounds without assistance Occasionally
17. Occupational Exposure/Risk Potential - Inside office environment Applicable
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply