Lead Guest Services Associate

4 weeks ago

Phoenix, United States Phoenix Children's Hospital Full time
Position Details

Department: PCH-NW | Guest Services

Category: Lobby Services

Location: Phoenix

Employee Type: Regular

Posting #: 826462

Posted On: 3/26/2024

Position Summary

This position assists the Guest Services Supervisor with daily operational activities related to the Guest Services department by providing supportive and corrective interventions related to the Guest Services department processes, procedures and delivery of exemplary customer services to our customers. Provides for the coordination of staffing, training, mentoring and support, as well as performance feedback to the supervisor in addition to performing all duties of a Guest Services Associate. Promotes teamwork, coorperation, and a positive image for Phoenix Children`s.

Position Duties

  1. Utilizing multiple systems and tools connects all patient families and visitors with clinical appointments, surgical procedures, imaging services, specialty testing, registration locations,patient visitation, emergency services, professional meetings and events while adhering to the safety and security policies and procedures for the hospital.
    • *Confirms purpose of visitors and using appropriate software, PC programs, approved access communications, shared event calendars and phone confirmations at entrances to the main hospital.
    • *Implements Infection Control screening tools.
    • *Manages check-in procedures regarding access for couriers, vendors, process services and surveyors.
    • *Communicates clear and accurate directions using way finding tools and volunteer escorts.
    • *Educates patient families and visitors on access restriction, processes for access and registration.
    • *Interfaces with and supports the surgical team as a patient family liaison in the Surgery Waiting area.
    • *Is the first point of contact in the Emergency Department for patients and visitors. Performs patient check-in for treatment, confirms and connects visitors for approved visitation.
    • *Accurately documents information in the appropriate fields and account notes to create the patient account in the Emergency Department.
    • *Accepts cash and toy donations for the Child Life and Foundation departments, and deliveries for patient families and staff following processes for prompt delivery.
  2. Provides customer service expertise and is responsible for the extensive knowledge of the organization and the Phoenix area.
    • *Coordinates and implements services for patient families to assist them with special needs they may have within a structured Guest Services Special Needs Accommodations program while using the hospital to ensure positive clinical outcomes.
    • *Responds to patient family requests through multiple communication sources and coordinates with the appropriate departments to fulfill the needs of the patient.
    • *Utilizes a customer relationship/ resource /request management tool.
    • *Communicates professionally within all pathways of service relaying confidence and credibility.
    • *Organizes, assembles and arranges resources and amenities inside and outside of the hospital including lodging, transportation, dining, tourism and personal or business resources to address patient family and visitor inquiries and requests in line with a concierge role.
    • *Works independently and collaboratively in a team environment.
    • *Focuses on customer service and demonstrates a high level of emotional intelligence while handling multiple demands.
    • *Acts as an ambassador for the organization by relaying a positive public relations impression.
    • *Participates in professional development opportunities to maintain current skill and competency levels.
    • *Assists in training, supervision and evaluation of volunteers assigned to the department.
  3. Oversees day to day operations within an assigned area and serves as a resource for trainees, staff and volunteers. The Lead will stay abreast of changes in protocol, manage inventory of supplies and ensure each Guest Services location has the necessary supplies and tools to be successful.
    • *Coordinates work activities and provides limited supervision of assigned staff to ensure achievement of established goals, objectives and outcomes. Escalates issues to their leaders as needed.
    • *Maintains professional and technical competency in aspects of Guest Services competencies through constantly pursuing knowledge, self-improvement opportunities and awareness of technical aspects relating to the systems and software utilized within the department.
    • *Proactively evaluates systems, practices, and assists to create and implement changes to increase and enhance the effectiveness of the operation.
    • *Provides customer service expertise and is responsible for the extensive knowledge of the organization and the Phoenix area.
    • *Works with the department leadership to train, support and celebrate volunteers that report to Guest Services.
    • *Communicates professionally within all pathways of service relaying confidence and credibility.
    • *Addresses complaints or dissatisfaction and engages in service recovery. Models service recovery strategies for other staff.
  4. Performs miscellaneous job related duties as requested.


Phoenix Children's Mission, Vision, & Values

Mission
To advance hope, healing and the best healthcare for children and their families
Vision
Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:
  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable

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