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Guest Service Representative

3 months ago

Baltimore, Maryland, United States Johns Hopkins Medicine Full time

Position Summary:

The Guest Services Representative's primary responsibility is to ensure optimal patient and family experience by providing a welcoming and comforting experience. This essential role will serve as the initial point of contact for the hospital entrance with the knowledge and ability to guide all entering the hospital through the Visitor Welcoming System. This role is responsible for greeting patients and visitors promptly in a warm and friendly manner, demonstrating the appropriate amount of interest/concern, utilizing the Visitor Welcoming System and Epic to verify all visits/appointments, providing relevant information regarding patient information, hospital services, maps, directions, and policies, and procedures. Employees at this level are developing their skills and understanding of the needs of the patients, visitors, and families. The Guest Services Representative works closely with Security and the Service Excellence team to maintain a patient and family-centered care culture.

Shift:

Full Time (40 hours), Rotating Shift

Requirements:

  • High School Diploma or Equivalent
  • 1-3 years of experience in a health care or hospitality environment is required. Direct patient contact and academic medical center experience are preferred.
  • Requires diversity and culturally sensitive interpersonal skills to effectively communicate with patients, families, visitors, and staff. Demonstrates ability to learn floor plan of Institution, hospital policy, and procedures and the ability to read, write, and provide accurate information. Experience working with EPIC and Visitor Welcoming System hardware/software preferred

Awareness of cultural differences with the ability to accommodate each gust Advanced communication skills Develops and maintains working relationships with coworkers, providers, and other agencies Receives and provides information as necessary while complying with policies and regulations (e.g., HIPA) Addresses the public in a cheerful customer service-focused manner Demonstrates awareness of cultural differences and adjusts to accommodate differences Demonstrates competency in managing difficult conversations—experience working with EPIC and Visitor Welcoming System hardware/software preferred.

Important Notices:

***Effective January 1st 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your occupational health screening. Exceptions to the COVID-19 vaccination requirement may be granted to individuals for religious beliefs or medical reasons by following the proper protocols. Effective 6/1/23, employees at Johns Hopkins All Children's Hospital, its affiliate locations and Florida State Residents are not required to obtain the COVID-19 vaccine. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities. We encourage you to explore our current opportunities.

***Authorization to Work in the United States: Applicants who require sponsorship now or in the future will not be considered for this position.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts — including while at lunch or on breaks, and whether they are on or off campus.