Guest Service Agent

Guest Services Concierge

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

The Guest Services Concierge provides personalized services to guests and patients following guidelines, policies, and procedures.

This is an active, customer-facing role requiring extensive walking, patient escorting, wheelchair assistance, and movement throughout the hospital campus. Candidates should be comfortable providing hands-on assistance to patients and visitors while maintaining exceptional customer service

Essential Functions of the Role:

• Greets patients, families and visitors in a friendly professional manner.
• Answers questions and lists local amenities. These include dining, local hotels, restaurants, flower shops, bus schedules, airline information, car rental services, and pharmacies.
• Identifies and reports visitors, guests and patients needs. Resolves customer issues or escalates to supervisor, as required.
• Provides escorts for patients and visitors to hard-to-find hospital areas. Refers patients and visitors to services that address their needs and concerns.
• Maintains standards of customer service excellence.
• Maintains current information and materials regarding facilities, services and local restaurants and attractions.
• Cleans and reports the status of assigned equipment. Maintains cleanliness of the lobby and surrounding areas.

Key Success Factors:

• Knowledge of methods and benefits for providing customer service.
• Good verbal communication and non-verbal effective listening skills.
• Skilled in the use of computers and related software applications.
• Ability to establish and maintain effective working relationships.
• Ability to focus on crucial patient and guest details.
• Ability to diffuse anger, collect information and resolve complaints.
• Ability to stand and walk for extended periods throughout the workday.
• Ability to assist patients with arrivals, departures, and discharge transportation activities.
• Ability to travel between hospital departments and surrounding clinic buildings while assisting patients and visitors.
• Ability to push, pull, and maneuver wheelchairs and transport equipment safely.
• Ability to push, pull, or transport carts, oxygen tanks, and other equipment as needed.
• Ability to safely push and transport patients weighing 50 pounds or more in a wheelchair.
• Ability to assist with patient transports and escorts throughout the hospital campus.
• Ability to respond to a fast-paced environment that requires frequent movement throughout the facility.

We believe that all people should feel welcomed, valued and supported.

Qualifications:

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - Less than 1 Year of Experience