At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

                        

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

                                    

Job TitlePatient Guest Services Assistant

                        

LocationCleveland

                    

FacilityCleveland Clinic Main Campus

                     

DepartmentPatient Guest Services-Main Campus Hospital

                      

Job CodeG10015

                     

ShiftDays

                       

Schedule9:00am-5:30pm

                       

Job SummaryThe Patient Guest Services Assistant I will service as a highly visible brand ambassador and resource to patients, family members and visitors by facilitating a warm, caring, comfortable and informed experience at all Cleveland Clinic Campuses.

                         

Job Details

Responsibilities:

Highly visible, enthusiastic person who ensures that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care at all times.At stationary or rotating location assignments, greets and welcomes and assists patients, guests and colleagues by providing assistance, campus directions, obtaining wheelchairs and providing minimal transport.Accesses patient information to confirm appointment times, appointment locations and room numbers.Provides service recovery as needed and assists with resolving patient and family concerns using the Respond with H.E.A.R.T. model at the point of service. If the Redcoat is not able to resolve the concern, she/he must elevate it to leadership for the department/unit where the concern originated.May provide some concierge services to assist patients and guests with accessing Internet information (driving directions, restaurants, shopping and amenities) in the hospital and within the community.Collaborates with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.Corrects and/or reports safety, maintenance and cleaning needs.Responds to Code Blue and Code Red emergencies with appropriate equipment.Coordinates patient needs with other departments.Other duties as assigned may vary by hospital depending on hospital operational needs.

Education: 

High School Diploma or GED required.Associate Degree Preferred.

Languages:

N/A

Certifications:

None required

Complexity of Work:

Requires excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests.Ability to exercise judgment to accurately triage inquiries.Ability to work independently and as a team.Basic computer skills: Epic, outlook and other internal systems.

Work Experience:

Minimum two years’ experience in a customer service role with at least one year providing face-to-face customer service.

Physical Requirements:

Manual dexterity to operate office equipment.Requires frequent data entry, standing, walking, and sitting.Normal or corrected vision, hearing, speech.Excellent hand/eye coordination.Lift up to 25 pounds.Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

Personal Protective Equipment:

Follows Standard precautions using personal protective equipment.

                       

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

Please review the Equal Employment Opportunity poster. 

                  

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities