Guest Relations Rep/Screener - Guest Relations - Days, Evenings

PRN (As Needed)
Days, Evenings
Weekend and holiday rotation

General Summary

Provides premier customer service greeting and screening of guests, gives appropriate information, way finding or assistance according to the WellSpan Health System policies and procedures.

Duties and Responsibilities

Essential Functions:

• Proactively approaches & greets all guests to provide an exemplary first impression that fosters an inclusive and welcoming environment.
• Ascertains guests needs. Takes appropriate screening action or provides appropriate information, direction, transporting and escorting as requested and according to established policies and procedures.
• Listens carefully and is sensitive to the needs and wishes of all guests. Treats all guests with dignity and respect.
• Enters and/or retrieves data from established computer systems using knowledge of various computer software applications. (Epic)
• Answers telephones, routes callers, takes messages and provides routine information to callers. Responsible for providing patient room assistance and providing patient lists to community spiritual leaders
• Always communicates in a way that supports patient confidentiality.
• Continuously observes/maintains the assigned area for potential safety or security issues, overall neatness and cleanliness. Notifies appropriate personnel to ensure that corrective action is taken, as necessary
• Acts as a liaison between patient families, clinical areas and physicians to provide efficient and accurate information flow.
• Conducts COVID-19 specimen collection as outlined in standard work at certain times as required. This includes explaining the collection process to the patient, supervising patient self-swabbing, securing the specimen to be sent on for testing, and entering the appropriate information into the clinical information system. Appropriate PPE must be worn.

Common Expectations:

• Provides support and assistance to various departments on an as needed basis.
• Attends educational/in-service classes and departmental staff meetings.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• 1 year Customer service-related work. Required
• Bilingual. Preferred

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills.
• Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Basic computer skills required.