Join Cleveland Clinic's Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world.
As a Patient Guest Services Assistant II, you will:
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Assist with wayfinding and act as a resource to visitors.
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Ensure a safe environment for patients, guests and caregivers.
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Participate in departmental projects and act as a department peer sponsor/trainer.
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Provide service recovery.
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Coordinate department functions and resources in the absence of the Work Leader.
The ideal future caregiver is someone who:
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Has excellent customer service, communication and interpersonal skills.
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Is always happy to help others.
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Is proactive and a problem solver.
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Effectively multitasks.
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Utilizes critical thinking skills to make sound decisions.
If you are looking for a rewarding position where you will feel supported while serving the community, this is the position for you. This role is a steppingstone to other careers within Customer Service and other departments within Cleveland Clinic.
At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.
Responsibilities:
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Meets, greets and assists patients, guests and fellow caregivers with way finding, obtaining wheelchairs and providing door to destination transport.
- Accesses patient information to confirm appointment times, appointment locations and room numbers to guests.
- Corrects and/or reports safety, maintenance and cleaning needs.
- Responds to emergencies (code blue, code red, etc.) with appropriate equipment.
- Coordinates patient needs with other departments. Handles complex problem solving situations using experience and critical thinking skills.
- Coordinates rotation changes to ensure coverage in the absence of a Work Leader.
- Participates in review, development and assessment of processes and procedures, training and communications.
- Participates in candidate interviewing process as needed.
- Acts as a peer sponsor/trainer for new employees.
- Other duties as assigned.
Education:
- High School Diploma or equivalent.
Certifications:
- None required.
Complexity of Work:
- Must demonstrate exemplary interpersonal skills and effectively communicate.
- Understands and anticipates customer needs and connects them to the right person/facility at the right time.
- Successfully navigates complex situations while providing patients/visitors with a superior experience.
- Handles challenges personally and escalates appropriately.
- Conducts follow-up to ensure customer service expectations are met and/or exceeded.
- Must be able to function in a stressful environment.
Work Experience:
- Minimum three years related experience reflecting high level of conflict resolution in customer relations industry and/or evidence of exceptional customer service in Patient Guest Service Assistant role for minimum one year.
Physical Requirements:
- Normal or corrected vision, hearing and speech.
- Must be able to stand, walk and sit for extended periods of time, as well as walk to various locations throughout the campus.
- Occasional lifting or carrying up to 25 pounds.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.
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
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 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.