Guest Services Specialist

5 days ago

Oconomowoc, United States Rogers Behavioral Health Full time

Summary:

Under the direction of the Executive Vice President of Foundation, the Guest Services Specialist operates as the Ladish Co. Foundation Center's liaison for board members, clinical and administrative staff, Ronald McDonald Family Room guest and community visitors.The Guest Services Specialist is the first person that patient families and community at large have contact with in the Ladish Center. They set the tone and contribute to the impression of all visitors of the center overall. This is the chance for the foundation to make a first impression especially with patient families. This is the first step of trying to engage patients and families down the road to become a donor. Their appearance, manner, and
knowledge reflect on how Rogers conducts business. The better they function the less other departments must step in to answer questions and be a resource.

Job Duties & Responsibilities:

  • Scheduling various events in the center to fulfill the purpose and function of the center.
  • Responsible for welcoming visitors coming to the center by greeting them taking the names and reason for the visit and being the first-person patient families and community at large have contact with in the Ladish Center.
  • Support clinical and administrative programs for their needs of using the center. This includes 'Parent Universities' and Family programming, CBT-universities, reunions of former patients, research and marketing conferences, and chapel services.
  • Assist self-run/independent 'support groups' (AA...) using the center.
  • Liaison for "entities" located in the Ladish Center: Ronald McDonald Family Room, Rogers Research Center, Foundation and Spiritual Care.
  • Serve as a concierge to visitors and guests by providing building tour, campus directions, catering deliveries for administrative programs, guest, and visitors.
  • Work with the foundation to recruit, train and direct volunteers.
  • Train and direct other receptionist who will be covering weekend and/or other shifts.
  • Assist with event planning.
  • Excellent customer service by setting friendly and welcoming tone to all visitors and center overall.
  • Receives mail, documents, packages, and courier deliveries and delivers or distributes items.
  • Coordinate requests for information and services as appropriate. Facilitate communication between departments/ staff and guests of the center as needed. (no overhead system in building)
  • Assist with the hospital's emergency code situations as directed, including emergency paging.
  • Provide miscellaneous services at the reception desk: secure valuables according to policy, log parcels for shipping, as directed, maintains the key log, check eligibility of guest coming into the center and provides other services, as directed.
  • Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
  • Communicate concerns and provide solutions or contacting appropriate department for assistance.
  • Promote department goals and the mission of Rogers Memorial Hospital.
  • Demonstrate understanding of Joint Commission and other regulatory agency compliance regulations.
  • Participate in Hospital committees, Performance Improvement/Quality team meetings, and team projects, as directed.

Project a professional image by wearing appropriate, professional attire per the Hospital's dress code policy.

  • Demonstrate positive, calm, professional, and effective communication skills.
  • Demonstrate punctuality, preparedness, and good organizational ability.
  • Contribute to Performance Improvement/Quality initiatives in a positive, solution-focused manner.
  • Fulfill all Human Resources and Infection Control requirements.
  • Ability to influence departments within Rogers and provide technical guidance.
  • Assist with other Foundation tasks as assigned.

Schedule

  • Monday-Friday 9am-5pm
  • Occasional weekends are required
  • No holidays

Additional Job Description:

Education/Training Requirements:

  • Associates degree preferred, preferably in hospitality, event management, or business administration.
  • One (1) year of customer service, receptionist, or administrative experience, or equivalent, is required.
  • One (1) year of project planning or event planning preferred.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

  • Health, dental, and vision insurance coverage for you and your family
  • 401(k) retirement plan
  • Employee share program
  • Life/disability insurance
  • Flex spending accounts
  • Tuition reimbursement
  • Health and wellness program
  • Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health.To link to the Machine-Readable Files, please visitTransparency in Coverage (uhc.com)

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