Guest Relations Representative I - Point of Entry - HR Guest Services - Owensboro Health

Job Summary
This position acts as a liaison between guests, staff, and patients to respond to all information inquiries. The position is also responsible for assisting requests by utilizing problem solving skills for resolving issues or concerns in a professional and courteous manner. Job Responsibilities

• Acts as central information resource for Owensboro Health staff, patients, and guests.
• Receives, screens, routes, and/or responds to all incoming inquiries.
• Greets all guests and provides proper directions, instructions, and information based upon needs.
• Escorts patients, visitors and guests to destination as needed.
• Maintains Owensboro Health main entrance security process by badging all visitors according to organizations badging process.
• Facilitates family and visitor access.
• Maintains, waiting rooms, and lobby and surrounding area.
• Maintains centrally accessible resource materials (phone books, quick reference for guides).
• Trains and works alongside Owensboro Health volunteers.
• Cleans and organizes work area upon arrival.
• Checks copiers and printers at beginning of shift.
• Enters work orders and IT tickets as appropriate.
• Receives and processes visitor comments and complaints.
• Audits for improvement initiatives.
• Arranges for patient and visitor transports in Epic.
• Provides initial screening and transportation requests for patients during direct admit process.
• Communicates codes, alerts, drills, and other announcements according to established policies and protocols, including disaster management plans for the patients and guests in the area (main lobby and main entrances
• Reports feedback to recognized departments and consults patient representatives as needed.
• Completes survey readiness training and support.
• Facilitates the check in/out process for the Hospitality Suites, including entering customer information, assigning and keying rooms, accepting payments, facilitating housekeeping, and maintaining supplies.
• Makes rounds throughout department offering appropriate services to staff, guests, and patients.
• Maintains lost and found.
• May perform job duties for each Guest Relations-Point of Entry position. These areas include: Front Lobby, and Out Patient Surgery. and main entrances.
• Looks up guests to ensure they are approved and reach appropriate destination including testing, physician appointments, and patient rooms.
• Logs notes into database during shift to ensure the next shift has knowledge of events throughout the day and information needed for their shift.
• Retrieves, tracks, and delivers items to patients such as food, personal belongings, and gifts.
• Begins the medical record process for visitors requesting copies of their hospital records.

Qualifications

• High school diploma, General Equivalency Diploma (GED) or higher preferred
• No experience required
• No licensure/certification/registration required

Skills and Attributes

• Requires critical thinking skills and decisive judgment.
• Works under minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Must be proficient in utilizing computer skills

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Frequently
• Lifting 0-25 lbs: Rarely
• Lifting 25-75 lbs: Never
• Lifting over 75 lbs: Never
• Carrying 0-25 lbs: Rarely
• Carrying 25-75 lbs: Never
• Carrying over 75 lbs: Never
• Pushing/Pulling 0-25 lbs: Rarely
• Pushing/Pulling 25-75 lbs: Never
• Pushing/Pulling over 75 lbs: Never
• Climbing: Rarely
• Bending/Stooping: Rarely
• Kneeling: Rarely
• Crouching/Crawling: Rarely
• Reaching: Occasionally
• Talking: Frequently
• Hearing: Occasionally
• Repetitive Foot/Leg Movements: Never
• Repetitive Hand/Arm Movements: Frequently
• Keyboard Data Entry: Frequently
• Running: Never
• Vision: Depth Perception: Frequently
• Vision: Distinguish Color: Frequently
• Vision: Seeing Far: Frequently
• Vision: Seeing Near: Frequently

Owensboro Health Core Commitments
INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.

RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.

TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.

INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.

SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.

EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.

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