Guest Services Specialist

Guest Services Concierge

Miami, FL Full-Time

The Guest Services Concierge represents the hospital to the community at large. They welcome customers to the Medical Center providing directions and non-medical translations as necessary. They also ensure that patients, family members, visitors and employees are treated in an efficient and professional manner, with the utmost respect and courtesy. Responsibilities may vary based on assigned area and will include the operation of standard office equipment for which no previous training is required. May support during any visit or admission to the hospital of pre-designated patients, and all pre-visit / post-visit support and arrangements. This position acts in a confidential capacity to assist or aid department management.

Responsibilities

• Provide excellent customer service by resolving concerns or working as a liaison with other JHS employees as necessary.
• Greets visitors and patients to the Medical Center.
• Translates and offers visitors directions to patient rooms, clinics and offices, and other general information as needed.
• Interacts effectively and compassionately with patients, surgeons, families, visitors and co-workers.
• May check with management and Team Leaders regarding updates, room changes, discharged patients, surgical patients & the locations where families have been accommodated based on assigned area.
• Appropriately and accurately utilizes the JACKS / Cerner system for retrieving patient information.
• Assist in transporting patients arriving for an appointment by wheelchair as needed.
• Function as a receptionist for Guest Services, which may include not but limit to assists clinical teams in registering new patients for appointments.
• Act as a liaison for guests and in-office coordinator.
• May coordinate the weekend and Holiday calendar to ensure adequate coverage based on the assigned area.
• Maintains the log with identified family/guests for facilitating communication between staff and patient family/guests.
• Incumbent working at MTI may require to: review daily admissions of domestic and international patients and keeps a record of monthly, pre-scheduled, ER or transfer cases that were relayed by referrals or by management; goes over the surgical & pre- patients on calendar with the Team Leaders of the morning shifts; and read Cerner/OTTR reports from the previous night, ensuring that follow ups were completed and checking for additional follow ups that may need to be addressed with the clinical team based on assigned area. Perform other duties as assigned based on area including but not limited to providing coverage for the service desk and referral desk.
• Responsible for answering and appropriately forwarding all incoming calls.
• Takes accurate messages providing name, telephone number, time of call and appropriate information.
• May assist in setting up training classes for new hires and conducts training accordingly to ensure high level patient satisfaction as needed.
• Demonstrates behaviors of service excellence and CARE values (Compassion, Accountability, Respect and Expertise).
• Performs all other related job duties as assigned.

Generally, requires 1 to 3 years of related experience.

High school diploma is required. Bachelor's degree is strongly preferred.

Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines. Ability to communicate effectively in both oral and written form. Ability to handle difficult and stressful situations with critical thinking and professional composure. Ability to understand and follow instructions. Ability to exercise sound and independent judgment. Knowledge and skill in use of job appropriate technology and software applications. Bilingual preferred.

Valid license or certification is required as needed, based on the job or specialty.

Physical Requirements - Job function is sedentary in nature and requires sitting for extended periods of time. Function may require frequent standing or walking. Must be able to lift or carry objects weighing up to 20 pounds. Jobs in this group are required to have close visual acuity to perform activities such as: extended use of computers, preparing and analyzing data and analytics, and other components of a typical office environment. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC). Environmental Conditions - Jobs in this group are required to function in a fast paced environment with occasional high pressure or emergent and stressful situations. Frequent interaction with a diverse population including team members, providers, patients, insurance companies and other members of the public. Function is subject to inside environmental conditions, with occasional outdoor exposures. Possible exposure to various environments such as: communicable diseases, toxic substances, medicinal preparations and other conditions common to a hospital and medical office environment. May wear Personal Protective Equipment (PPE) such as gloves or a mask when exposed to hospital environment outside of office. Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC).