Guest Services Specialist

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

The Guest Services Specialist position provides front-line support to patients and visitors by assisting with arrival, orientation, and coordination throughout hospital and clinic locations. This position serves as a central point of contact for individuals needing assistance locating services, confirming appointment destinations, and navigating facilities. The role supports a welcoming, responsive, and organized environment by addressing inquiries, facilitating patient flow, and coordinating service-related needs across departments.

Corporate Overview: University of Utah Health is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million. University of Utah Hospitals and Clinics represents our clinical operations for the larger health system.

Responsibilities

• Provides escort support to patients and visitors, including wheelchair assistance, to clinical areas, inpatient units, and other facilities to ensure timely arrival at destinations.
• Responds to in-person inquiries by providing hospital information, visitor policies, directions, and local resource guidance, including transportation and campus navigation information.
• Manages lost and found operations, including logging items, coordinating retrieval, responding to inquiries, and arranging return of belongings.
• Maintains designated staff and shared spaces, including ensuring equipment functionality, stocking supplies, and maintaining a clean and organized environment.
• Answers incoming calls, provides general information, connects callers to patient rooms or departments, and responds to service requests.
• Verifies appointment locations using electronic systems to confirm accurate patient routing.
• Provides notary services for patients, visitors, and staff in accordance with established requirements and procedures.
• Maintains lodging resources, provides accommodation information, and coordinates updates with local hotels.
• Accepts, logs, and delivers patient and staff items, including gifts, flowers, and deliveries, across hospital locations.
• Provides patient amenities and support services, including distributing comfort items and assisting with basic needs.
• Assists other departments with operational support, including coordination with valet, security, transport, and vendor services.
• Provides attentive support to patients and visitors by responding to questions and offering general assistance to enhance the overall experience.
• Supports internal processes such as parking validation, shared resource maintenance, oxygen supply monitoring, and coordination of service requests.
• Assists with campus transportation support, including coordination or driving patients and visitors between facilities as needed.
• Provides after-hours support, including coordination of bereavement-related requests and deliveries.

Knowledge / Skills / Abilities

• Ability to provide professional and courteous service in a high-volume environment.
• Strong verbal communication and active listening skills.
• Ability to provide clear directions and guidance within a complex facility.
• Attention to detail and accuracy in handling information and requests.
• Ability to manage multiple tasks and prioritize effectively.
• Basic problem-solving and decision-making skills.

Required Qualifications

• Six (6) months of customer service experience.
• Basic computer proficiency and ability to learn electronic systems.

Preferred Qualifications (Preferred)

• Experience in a healthcare, hospitality, or customer-facing environment.
• Familiarity with hospital or clinic operations.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This position involves light work that may exert up to 20 pounds and may consistently require light work involving lifting, carrying, pushing, pulling, or otherwise moving objects. This position involves standing for extended periods of time and is not exposed to adverse environmental conditions.

Physical Requirements

• Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking