Patient Guest Services Assistant – Admissions

Cleveland Clinic Martin North Hospital is a fully integrated, state-of-the-art medical campus that includes Diagnostic Centers, Outpatient Surgery and a 24-hour Emergency Department. Martin North Hospital is part of the world-renowned Cleveland Clinic, a nonprofit, multispecialty, academic medical center that integrates clinical and hospital care with research and education. 

As a Patient Guest Services Assistant (Redcoats), you will serve as a highly visible resource for patients, family members and visitors, helping create a warm, comfortable and informed experience. In this role, you will have endless opportunities to connect with everyone you meet, offer unmatched customer service, exhibit empathy and leave a lasting impression on the community as a whole. 

A caregiver in this position works days/evenings from 6:00AM – 2:30PM or 1:00PM – 9:30PM, with rotating weekend requirements.

A caregiver who excels in this role will:  

• Meet, greet and assist patients, guests and colleagues by providing directions, obtaining wheelchairs and providing non-medical transport.  
• Be a 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 always delivering empathetic care. 
• Facilitate communication among patients, families, caregivers and providers when needed. 
• Provide service recovery as needed and assist with resolving patient and family concerns using the “Respond with H.E.A.R.T.” model at the point of service. 
• Elevate unresolved concerns to leadership for the department/unit where the concern originated. 
• Actively round in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room. 
• Remain stationary at the front entrance to welcome patients and visitors as needed.  
• Talk with patients about something other than why the patient is here by asking about their experience and if they have any other needs. 
• Access patient information to confirm appointment times, appointment locations and room numbers as needed. 
• Provide limited concierge services to assist patients and guests with hospital services and community amenities at designated locations. 
• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.  
• Observe programs and coach as needed. 
• Respond to medical alerts to assist with patients/visitors, families and obtain appropriate equipment if needed. 

Minimum qualifications for the ideal future caregiver include:  

• High School Diploma or GED 
• Excellent communication and interpersonal skills 
• Ability to exercise judgment to accurately triage inquiries 
• Basic computer skills (Epic, Outlook, etc.) 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/  

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.