GUEST SERVICES AMBASSADOR - Part Time

JOB SUMMARY

Under the general direction of the Patient Access Manager, the Guest Service Ambassador (GSA) is responsible for providing excellent customer service to include timely courteous greetings, information, directions and enhancing the experience of all patients, visitors, vendors, guests, and staff team members accessing Effingham Health System. The GSA provides a welcoming first impression while simultaneously upholding compliance screening and visitor policy standards. Individuals will use critical thinking skills to troubleshoot challenges, offer resolutions, and demonstrate appropriate empathy for unique circumstances. The GSA will provide wayfinding with a personal touch to anyone in need of assistance in accordance with The Joint Commission, federal, state and local guidelines, and organizational and departmental policies and procedures.

STANDARDS OF PERFORMANCE

1. Acts as an EHS Hospital Ambassador to all persons who enter the building.
2. Initiates patient check-in and coordinates smooth handoff to registration.
3. Monitors and provides updated information to patients, families, and visitors in waiting room areas in support of the medical staff as needed and or directed by the RN’s and Medical Providers.
4. Rounds on patients frequently in treatment rooms and waiting room to ask about experience and provide updates on waiting times; addresses concerns or questions immediately with the shift charge nurse.
5. Communicates patients’ questions, complaints, problems, and concerns to appropriate staff members.
6. Explains policies and procedures to patients.
7. Directs/escorts patients, families, and visitors to the appropriate areas.
8. Takes part in such activities such as: reading to patients, changing television channels, communicating with patients and families, making phone calls, providing blankets and tidies up to improve the appearance of the waiting room while the patient is present.
9. Consults the nurse prior to providing water or food requested by patients or families.
10. Consults the nurse prior to sharing any information about the patients’ condition.
11. Delivers food/water/nourishment to patients as directed by the nurse or provider.
12. Is not involved in providing direct patient care, cleaning rooms, or assisting patients to the restroom.
13. Communicates appropriately and clearly to shift charge nurse, co-workers, and physicians
14. Treats patients and families with dignity and respect.
15. Utilizes the paging system with proper professional decorum and procedure.
16. Cross trains with Customer Service Representative position to serve as back-up as needed.
17. Participates in continuing education regarding EHS internal training and updates, regulatory compliance, and patient engagement initiatives.
18. Other duties as appropriately assigned

Minimum Level of Education: Education level equivalent to completion of high school required; secondary college-level courses in business/administration assistant is a plus.

Formal Training: Excellent customer service, strong verbal, and written communication skills. Basic office skills, telephone skills, and entry-level computer skills are required.

Licensure, Certification, Registration: None

Minimum Requirements:

• 2 years of experience in healthcare is preferred.
• Customer Service experience is preferred.
• Strong writing skills and the ability to deliver a clear and coherent narrative is required.
• Effective and compassionate communication skills (including email etiquette) is required.
• Successful candidates must be able to quickly assess a situation and exercise good judgment to make sound decisions.
• Key skills include mediation, information seeking, conflict resolution, listening skills, an understanding of advanced directives and bioethics, compassion, and patience.