Guest Experience Specialist - PRN SMC Emergency Center

Guest Experience Specialist

This position serves as a vital connection between patients, families, visitors, physicians, and hospital staff. This role focuses on enhancing the patient and visitor experience by providing guidance, support, and timely communication. The individual in this position greets and assists guests in the waiting areas, ensures a clean and welcoming environment, and acts as a central resource for information and service coordination.

Effectively communicates patient, family, and caregiver questions or concerns to appropriate team members, collaborates with staff to resolve issues, and ensures a positive experience throughout the patient's visit. This role also manages complaints, determines appropriate service-recovery actions, and escalates issues when needed for prompt resolution.

Position Summary

The Guest Experience Specialist (GES) is responsible for assisting patients and visitors primarily within the reception and waiting areas. The GES provides patients & visitors with competent, courteous and efficient service. He/She is responsible for greeting guests as they arrive in the lobby or waiting area and for providing all of their information needs or accessing the appropriate person(s) to meet their needs. The Guest Experience Specialist assists with escorting guests to specific locations, parking needs, and transportation needs. The GES assigned to a waiting area will work closely with Patient Representatives and/or patient care staff to ensure that patient/family/visitor needs are met. He/She will assist with explaining guidelines for visitation and provide an overview of what can be expected during their stay by way of services. The Guest Experience Specialist will also assist out-of-town guests with hotel information and services within the community. The GES will work closely with physicians, nursing staff, law enforcement, EMS, and leadership of the areas aligned with the waiting areas. The GES will maintain telephone and radio communication with Emergency Services. He/She will maintain a clean and tidy environment that is conducive to rest and waiting. The GES will act as a liaison between physicians and families to provide timely and accurate updates/information. The GES will utilize conflict resolution skills to de-escalate upset patients/visitors. He/She will provide comfort to family members of dying or deceased patients and will call chaplaincy as needed. Guest Experience Specialists coordinate interpretive services for customers with limited English proficiency or other communication deficits. The GES is responsible for elevating serious complaints or concerns (that require additional resources) to the Patient Representative (or Manager when necessary) assigned to their area. Associates are encouraged to support Spartanburg Regional Healthcare System's involvement in the communities we serve.

Minimum Requirements

• HS Diploma or GED

Experience

• 1 year customer service and complaint management experience
• Moderate skills in Microsoft office suite and ability to learn new computer skills
• Excellent verbal & written communication skills

Preferred Requirements

Preferred Education

• BA or BS Degree

Preferred Experience

• 4+ years healthcare experience
• 4+ years customer service and complaint management experience
• Familiar with medical terminology

Core Job Responsibilities

• Greets patients, family members, and visitors at the front desk
• Collection of valuables
• ERQ patients at the front desk
• Receive radio communication from EMS and enter information into EMR
• Rounding on patients in the department
• Order meals for patients and stock nourishment
• Assist with transportation for discharged patients
• Direct patients and families to Chaplaincy as needed
• Coordinate interpretative services for customer with limited English proficiency
• Direct family members of guests to community services
• Escalate complaints to Patient Representative for area