Guest Service Representative

Guest Service Representative

Position Summary

The Guest Services Representative (GSR) serves as the ultimate customer service representative for the organization and sets the tone for a positive consumer experience by projecting a positive and welcoming demeanor at all times. GSR's are responsible for assisting patients, families, and coworkers as they look to be connected to their family member or the appropriate party to address their issue. Guest Services Representatives assist patients and family members with directions, and other general questions as needed. Guest Services Representatives play a huge role in monitoring and addressing all building emergencies; i.e., fires, codes, safety alerts, and security calls. They are our first responders who then communicate to the various other Departments for them to take action and resolve. The Guest Services Representatives are the overhead paging coordinators making daily announcements as well as coordinating the paging of the Doctor paging system. Other duties as assigned by team lead.

Education

Associates Degree in Communication - Preferred

High School Diploma - Preferred

Experience

1 Year Switchboard Operator, Call Center, or HelpDesk - Required

License & Certification

None Required

Core Job Functions

• Monitor all clinical nursing codes and alert staff as necessary.
• Receives and routes calls, determines intent of caller and makes the appropriate connection. Ensures calls are consistently answered promptly, phone courtesy protocol is followed and paging is performed according to hospital procedures. Always utilizes organization approved scripting.
• Monitor all Plant Operations fire and emergency alarms for all campuses and notify Security when alarmed.
• Demonstrates skill in dealing diplomatically with physicians, management, clinical staff, patients and the public under stressful conditions. Acts decisively and immediately while remaining calm and alert in crucial situations. Utilizes good judgment in answering questions of callers according to established policies.
• Ensures patients and visitors are directed to correct locations and assistance is obtained if necessary. Utilizes information obtained from the hospital information system. Protects patient confidentiality by adhering to HIPAA guidelines.

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