Description

Expected Starting Salary: 15.50 - 18.40
SUBFUNCTION DEFINITION: Responsible for ensuring that patients' families and other important hospital visitors are made as comfortable as possible by assisting in providing a variety of special services, including accommodations, transportation, business services, dining, shopping, and other personal services. 'Responsible for assisting in the resolution of patient and family questions, problems and complaints received from a variety of sources; interviewing and determining the appropriate course of action; reporting back to the family with the resolution; responding to letters of complaints or compliments; and coordinating investigations and responses to issues identified in patient satisfaction surveys.

REPRESENTATIVE RESPONSIBILITIES

Customer Service
Provides assistance to patients, families, staff, and external agencies in a welcoming, professional, and timely manner. Anticipates the need for support by demonstrating positive guest service characteristics. Approaches visitors who look lost and offer assistance. Identifies needs of patients, families, and colleagues and provides services that satisfy and exceed expectations. Remains up to date with changes in hospital in terms of clinic locations, daily events, and changes in policies and procedure. Communicates these updates clearly and positively to families and staff. Escorts families, patients, and all guests to specific locations. Delivers meal cards to families through Guest Services. Remains positive when determining the causes of problems and negative situations. Look up itineraries in Epic to assist patients and families. Distribute of bus passes on behalf of the organization. Perform non-routine functions.

Problem Solving
Investigates and resolves guests' requests, questions, and problems. Answers questions by applying knowledge of the assigned function and adhering to CCHMC's policies and procedures.

Visitor Management
Respect the right of parents/guardians and adult patients to identify who may and may not visit by communicating visitor policy and enforcing their preference of approved and unapproved visitors. Provide badging and access that is specific to their needs. May educate staff of policy/process. May manage VM supplies.

Phone Management
Work collaboratively to efficiently handle call volume/queue. Demonstrate basic knowledge of systems, logging in and out and transfer/conference etiquette.

Communication
Communicate in a clear and concise manner in every medium. Adapt communication style and tone to fit situations and audience. Notify appropriate staff of recurring problems/errors identified within work process or system. Notify appropriate staff of recurring problems/errors identified within work process or system. May act as a department resource or precept others.

Qualifications

EDUCATION/EXPERIENCE

Required:

High school diploma or equivalent
No directly related experience

Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families (EEO/AA).

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