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Guest Services Ambassador

2 months ago

Baton Rouge, Louisiana, United States Franciscan Missionaries of Our Lady Health System Full time
Job Summary

We are seeking a highly skilled and compassionate Guest Services Concierge 2 to join our team at Franciscan Missionaries of Our Lady Health System. As a key member of our patient experience team, you will be responsible for providing exceptional customer service and creating a warm and welcoming environment for our patients and visitors.

Key Responsibilities
  • Customer Service
    • Exhibit exceptional hospitality by proactively greeting incoming patients and guests, making a positive impression and setting the tone for a great patient experience.
    • Communicate effectively with patients, families, and team members, facilitating communication between families and the healthcare team in family waiting rooms and patient care areas.
    • Utilize a telephone console, computer, and other resources to provide accurate information to patients, guests, physicians, and team members, including patient locations, meeting information, office and clinic locations.
    • Demonstrate the ability to answer the telephone in a prompt, positive, and helpful manner consistently.
    • Facilitate wayfinding services for guests needing directions within the hospital, escorting guests to destinations when appropriate.
    • Promote good customer service, anticipate the customer's needs, and provide solutions to meet those needs.
    • Respond appropriately to urgent situations, such as codes, and communicate effectively to the correct leaders and resources.
    • Identify service recovery situations and provide solutions to resolve issues.
    • Complete zone rounding for cleanliness, receive, label, and deliver mail, flowers, and packages to patients promptly.
  • Administrative and Special Projects
    • Set up, stock, maintain, and complete daily closing duties for each area as assigned, reporting maintenance and housekeeping needs and tracking for timely completion.
    • Maintain accurate contact information for hospital personnel, departments, and local resources.
    • Participate in continuous improvement of services and offerings through pilot programs, approved educational/skill-building programs, and department meetings.
  • Other Duties as Assigned
Qualifications
  • Three years of experience in hospitality or customer service, preferably in a healthcare environment.
  • High School or equivalent.
About Us

Franciscan Missionaries of Our Lady Health System is a leading healthcare innovator in Louisiana and Mississippi. We bring together outstanding clinicians, the most advanced technology, and leading research to ensure that our patients receive the highest quality and safest care possible. Our commitment is grounded in a history that is more than 100 years old, but reflected today by our strategic vision of transforming healthcare through superior performance and excellent patient care.

We are a nonprofit, mission-focused Catholic healthcare ministry, giving special attention to our citizens who are most in need. During the most recent fiscal year, we provided more than $39 million in unreimbursed care and community support to the underprivileged.

We are headquartered in Baton Rouge, Louisiana, serving patients across Louisiana and Mississippi through a network of hospitals, clinics, physicians, elderly housing, and integrated information systems. Our health system has partnered with the State of Louisiana as it transforms its healthcare delivery system.

As we look to the future of our healthcare ministry, we chart our course by 'going where we are called.'