Guest Experience Specialist

Location: Acute Response Clinic: Vickery

Primary Purpose
Provides exceptional hospitality and customer service to patients, their families, and visitors. Greets visitors and provides directions and general information to ensure ease of access around Parkland.

MINIMUM SPECIFICATIONS

Education

• None.

Experience

• Must have one year of experience in a healthcare or customer service environment.

Equivalent Education and/or Experience

• May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

Skills or Special Abilities

• Must be able to provide assistance, answer complaints and expedite services.
• Must have very strong interpersonal skills and the ability to represent Parkland in a positive effective manner.
• Demonstrates exceptional customer service skills when dealing with the public to ensure a positive experience for patients, families and visitors.
• Must exhibit caring, service-oriented behaviors toward people encountered and be able to diffuse emotionally charged situations.
• Must be able to apply sound judgment toward satisfying a variety of questions and problems from patients, family members, and visitors.
• Must be able to multi-task patient, family, and visitor requests and needs, while maintaining control of assigned area.
• Must be able to demonstrate basic computer skills through competency exams.

Responsibilities

• Provides a warm welcome to patients, families, vendors, visitors, and staff upon arrival to and departure from the hospital.
• Promotes patient family centered care by serving as a patient/family liaison to identify resources for ensuring a positive experience while at Parkland. Assists with problem resolution occurring during the entry or exit process, i.e., social work, security, etc.; coordinates information collection with various hospital departments to ensure accurate referral of incoming traffic to appropriate location; provides support to management and department to meet requirements for seamless service; and coordinates concierge information and resources for families, providing accurate transmittal of information from hospital staff to families concerning the patient.
• Ensures maintenance of clean, neat comfortable environment and needed supplies while ensuring referrals for families to appropriate department resources such as social work, business office, etc.
• Communicates and educates families of policies and procedures in a supportive and positive manner that supports the mission, philosophy and policies of Parkland and integrates these values into behavior.
• Ensures infection prevention from proper use of hand hygiene upon entering the facility.
• Interfaces with affiliated facilities when outpatients are seen jointly to expedite and assist in providing efficient service to patients.
• Physically escorts patients and families to appropriate clinical area to ensure comfort and safety at all times.
• Serves as a liaison between clinic departments, physician, patients and families.
• Provides concierge services, making transportation arrangements upon request.
• Locates and provides patients, visitors and hospital staff with inpatient room numbers, outpatient clinic locations and general hospital campus information.
• Answers telephones, accesses computerized information regarding specific patients such as clinic appointment date, time and location, and provides general information regarding the hospital.
• Maintains a positive working relationship with staff in all areas of the hospital in order to facilitate effective communication between staff and visitors.
• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor and implements and monitors results as appropriate in support of the overall goals and mission of Parkland.
• Stays abreast of latest developments in customer service by attending in-house seminars/workshops and reading internal publications. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the Guest Experience Department. Develops effective internal controls that promote adherence to applicable state/federal laws, and the program requirements of accreditation agencies and federal, state, and private health plans. Seeks advice and guidance as necessary to ensure proper understanding.

Job Accountabilities

• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.

Requisition ID: 988657