Guest Services Associate

Job Summary

Responsible for providing a high level of customer service to all guests entering system facilities. Enhances service-oriented environment by welcoming patients and visitors. Serves as an easily accessible and identifiable source of campus and local area information. Performs appropriate screening procedures for patients, guests and vendors.

Job Duties

• Warmly welcomes patients, visitors, vendors and guests to the Geisinger facility.
• Creates positive first and last impressions.
• Ensure screening and visitation policies and procedures are adhered to for patients, guests and vendors.
• Opens car doors and assist patients and visitors safely in and out of their vehicles.
• Assists patients with the use of Valet Parking and Shuttle services.
• Escorts or transports patients in wheelchairs to priority locations.
• Assists in coordinating transport of patients with patient transport service as needed.
• Evaluates need for patient transfer and lift team, calls for assistance as needed.
• Furnishes information, directions and assistance to patients, visitors, guests, vendors and employees.
• Obtains resources to transport patients to and from various departments on campus; and maintains wheelchair availability in assigned locations, as necessary.
• Checks wheelchairs and other equipment for defects and takes for service as needed.
• Interacts with patients, visitors, guests and vendors in a courteous and professional manner.
• Remains courteous, tactful and respectful at all times.
• Approach and connect with patients and visitors to discover any assistance they may require.
• Respond to requests as appropriate and alert clinical staff and other hospital departments as needed.
• Ensures hospital entrances and lobbies are clear, orderly and presentable.
• Collaborates with Environmental Services and Facilities as needed.
• Identifies parking problems and seeks assistance from security staff to redirect vehicles or issue violation notices as appropriate.
• Enforces no smoking policy in all areas of campus.
• Reports safety concerns and patient issues to management, as appropriate.
• Assesses potential employee and patient safety issues, provides assistance to patients that fall in entrance areas and initiates emergency system(s) as appropriate.
• Resolves visitor inquiries using the internet, as appropriate.
• Documents and reports daily interactions with visitors, patients and families seeking opportunities to improve quality and the patient experience.
• Distributes maps, brochures, and other materials, as appropriate to designated areas.
• Utilizes the patient information system to provide accurate and appropriate information to patients, family members, approved volunteer clergy and other staff members in accordance with HIPPA regulations or required by an emergency or other operational reasons for which the employee is qualified.

Work is typically performed in a clinical environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Education

High School Diploma or Equivalent (GED)- (Preferred)

About Geisinger

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.