Patient Guest Services Assistant

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Location

Facility

Department

Job Code

Shift

Schedule

Job Summary

Job Details

Join Cleveland Clinic and experience world-class healthcare at its best. Cleveland Clinic Hillcrest Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center, the highest honor an organization can receive for professional nursing practice. Here, you will work alongside a dedicated team of caregivers, receive endless support and appreciation, and build a rewarding career.

As a Patient Guest Services Assistant, you will provide customer service by providing directions to patient rooms or other areas of the hospital, serving as local resource for visitors and ensuring a safe environment for patients, guests and caregivers.  

This role is an excellent entry point into the Cleveland Clinic and the many opportunities available within the organization such as Health Unit Coordinators, Medical Staff Office and the Graduate Medical Education program.

A caregiver in this role works variable shifts between the hours of 7:00 a.m. – 7:30 p.m. with every 3rd weekend and two holidays per year requirements.

Hours of operation are Monday-Friday 7:00 am-7:30 pm and Saturday, Sunday and Holidays 8:30 am-7:30 pm. As stated above, a caregiver will need to work variable hours based on the shift opportunities below:

Monday - Friday shifts:

7:00am - 2:30pm

8:00am - 3:30pm

10:00am - 3:00pm

2:30pm - 7:30pm

Saturday, Sunday and Holidays shifts:

8:30am - 2:00pm

2:00pm - 7:30pm

Please note that the first two weeks of this position will be dedicated towards EPIC training. The training will be Monday-Friday 8:00 am-4:30 pm.

A caregiver who excels in this role will:

• Ensure that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care. 
• Greet, welcome and assist patients, guests and colleagues by aiding, providing campus directions, obtaining wheelchairs and providing minimal transport. 
• Access patient information to confirm appointment times, appointment locations and room numbers. 
• Provide some concierge services to assist patients and guests with accessing Internet information (driving directions, restaurants, shopping, and amenities) in the hospital and within the community. 
• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience. 
• Correct and/or report safety, maintenance, and cleaning needs. 
• Respond to Code Blue and Code Red emergencies with appropriate equipment. 
• Coordinate patient needs with other departments. 

Minimum qualifications for the ideal future caregiver include:

• High school diploma or GED
• Basic computer skills: Epic, outlook, and other internal systems
• Excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests
• Two years’ experience in a customer service role with at least one year of providing face-to-face customer service

Preferred qualifications for the ideal future caregiver include:  

• Associate’s degree

Physical Requirements:

• Manual dexterity to operate office equipment.
• Requires frequent data entry, standing, walking, and sitting.
• Normal or corrected vision, hearing, speech.
• Excellent hand/eye coordination.
• Lift up to 25 pounds.
• Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

Personal Protective Equipment:

• Follows Standard precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic is pleased to be an equal employment opportunity employer.