GUEST INFORMATION ASSISTANT

FLSA Status

Job Role Summary

The Guest Information Assistant is the first point of contact for many of the hospital and clinic visitors. This position is responsible for responding to the needs of Eskenazi Health patients, guests and employees by greeting, directing and providing pertinent information via telephone or in person. The Guest Information Assistant maintains current knowledge of hospital personnel, department titles and locations within the campus. This position rounds in patient areas regularly to identify and meet patient and visitor needs. 

Essential Functions and Responsibilities

•    Provides service excellence to all patients, guests and staff
•    Facilitating and coordinating communication between patients, guests and medical staff
•    Promptly answers questions and offers accurate directions and  information 
•    Assists patients by escorting (walking) or transporting  via wheelchairs patients and visitors 
•    Creates and fosters a warm, welcoming and safe environment for patients and guests
•    Communicate effectively with multiple disciplines across the entire organization
•    Administers check-ins in various clinic locations
•    Maintains patient/family tracking in Perioperative area and provides up to date information 
•    Patient and Guest Rounding
•    Print patient appointment reminders
•    Fax patient paperwork 
•    Performs a variety of clerical duties to maintain an efficient flow to areas 
•    Assists physicians by locating open conference rooms to meet with families 
•    Makes personal contact with patients in an effort to meet their personal needs that can be accommodated
•    Answers and routes multiple phone lines; provides accurate information to callers 
•    Responsible for varied customer service relations and promotional activities 
•    Provides key information to guests when music concerts are held and helps with piano cover 
•    Serves as a coat check for VIP guests 
•    Performs clerical tasks at workstation 
•    Sorts and distributes daily mail
•    Participate in deliveries, flowers, RAF
•    Organizes, maintains inventory and spa supplies
•    Assembles admission folders, discharge binders
•    Helps out of town guests with hotel accommodations 
•    Coordinates travel arrangements for patients, (Medicaid cabs, Eskenazi Medical Transport etc.)
•    Problem solves; links guests/patients with appropriate resources 
•    Refer patients with feedback and or complaints to Patient Experience Specialist
•    Maintains a positive working attitude with patients, guests and coworkers at all times 
•    Assist patients establish My Chart
•    Assist patients schedule appointments
•    Responsible for tracking patient service recovery items (bus passes, meal tickets)
 

Job Requirements

•    High School diploma
•    Three years of experience in Customer Service (customer focused, customer friendly setting)
•    Spanish bi-lingual preferred 
•    Administrative or clerical experience preferred 
 

Knowledge, Skills & Abilities

•    Excellent interpersonal skills. Ability to establish and maintain effective working relationships with coworkers, department administrative staff, interdepartmental contacts and the general public. 
•    Clerical and administrative skills 
•    Ability to work independently or with little supervision  
•    Ability to perform and deliver exceptional customer service
•    Ability to adapt to various environments – fast paced, slower paced or high stressed 
•    Ability to be organized and flexible in response to changing demands. 
•    Must be diplomatic and tactful 
•    Strong conflict management skills and the ability to appropriately diffuse hostile situations