Guest Services Associate I

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Position Details

Department: PCH-NW | Guest Services
Category: Lobby Services
Location: Glendale
Employee Type: Regular
Posting #: 825040
Posted On: 3/20/2024

Position Summary

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.

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.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.
Education
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
Experience
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
Certifications / Licenses / Registries
Do you meet this requirement?
1. Customer Service coursework or certification
Preferred
Special Skills
Do you meet this requirement?
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