Guest Relations Rep - HP
Wellstar Health Systems

Facility: Cherokee Health Park

Job Summary:

The Guest Relations Representative will act in the capacity of facility liaison and guest concierge, ensuring patients, families, and visitors have a World Class guest experience at the WellStar Health Park. The Representative's primary responsibilities include: customer service, service recovery, mobility assistance for patients and visitors in need of wheelchairs , building navigation assistance, educating patients and guests about services offered in the Health Park, stocking guest nourishment stations, comfort rounding with patients in waiting areas, organizing reading materials in public areas, partnering with Engineering and EVS to maintain a pristine environment for visitors, researching information for guests, answering Health Park phones, and assisting with room set up as needed.
The Representative may be assigned a specific floor or set of suites and will engage with guests as they enter and exit the assigned location. The Representative will round on the assigned areas frequently and will strive to create a good rapport with practice managers and other Health Park tenants. The Representative will serve as a brand ambassador for WellStar Health Parks, will strive to project the WellStar mission, vision and credo to optimize the guest experience, and will aim to regularly exceed patient expectations. Every guest interaction should demonstrate that we are glad the guest chose the Health Park for his or her health services. When service recovery is required, the Representative will work with the Guest Relations Coordinator, medical practice management, and Health Parks Administration to fully recover the patient. The Representative will help investigate concerns and will report required follow-up information to the appropriate parties. The Representative will support the Guest Relations Coordinator, Operations Coordinator, and Health Park Administration with administrative duties as assigned, including tracking patient volumes, monitoring Press-Ganey scores, and coordinating conference room schedules. The Representative will assist with special events and tours as needed.

Core Responsibilities and Essential Functions:

Works under the supervision of the Guest Services Coordinator and acts as the facility liaison and concierge for all patients and visitors who enter the building
- Provides excellent customer service and service recovery, and communicates clearly and succinctly with patients, giving his or her name and title when approaching patients
- Makes guests feel welcome and demonstrates that we are glad they chose the Health Park
- Provides mobility assistance within the building and navigation assistance throughout the facility for guests, accompanying guests to their destination as needed and calling elevators as appropriate
- Educates patients and guests about all services offered in the Health Park, and demonstrates in-depth knowledge of the building and all services offered at the Health Park
- Provides guests with nourishments or reading materials as requested and stocks and organizes the nourishment stations and magazine racks in public areas and staff lounges
- Partners with Engineering and EVS to maintain a pristine environment for guests
- Maintains a clean and organized workspace and keeps a list of Health Park providers at each station
- Researches information for guests as requested
- Answers health park phones
- Assists with room set up as needed
- Aids in the implementation of Health Park customer service initiatives
- Identifies areas for improvement in customer service delivery
- Helps train Health Park volunteers and coordinates the volunteers daily assignments Coordinates patient flow and way finding throughout the Health Park
- Ensures patients easily find their destinations within the Health Park, and escorts patients as appropriate
- Identifies barriers to easy patient navigation and escalates the barriers to the Guest Relations Coordinator and Health Park Administration
- Keeps abreast of new providers and offices coming to the Health Park
- Cleans and sanitizes wheelchairs after each use Participates as an active member of the Health Park Administrative Team
- Participates in Health Park Administrative Team meetings
- Assists the Guest Relations Coordinator and Health Parks Administration with administrative duties as assigned, including tracking patient volumes, tracking Press-Ganey scores, and coordinating conference room schedules
- Gathers patient satisfaction stories for Health Parks newsletter and other promotions
- Helps set and achieve patient satisfaction goals for Health Parks

Required Minimum Education:

High school diploma Required or
equivalent Required and
Associate's Degree Preferred

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 1 year of guest services related experience, preferably in the healthcare or hospitality industry. Required

Required Minimum Skills:

Excellent interpersonal, communication, computer, organizational/time management, decision making/problem solving, analytical, change management skills.
Must demonstrate knowledge of fiscal responsibility and a positive, professional attitude.
Bilingual skills preferred.
Training in crisis intervention preferred.

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