Hospitality Representative - Relief

Provides a welcoming and resourceful presence as the first contact for patients, families, friends and visitors. Requires outstanding communication, critical-thinking and problem-solving skills, exceptional knowledge of the hospital’s mission and values as well as a passion for excellence. Displays a high energy, can-do attitude in a highly visible position requiring a professional presence. Ability to perform basic patient care responsibilities to support experience and safety of our guests.

Job Duties

• Communicates and collaborates with patients, visitors and families in a professional and helpful manner.
• Acknowledges and greets people in a warm and inviting manner as they approach the main desk. Gives accurate information and directions to patients, visitors and families.
• Follows screening guidelines to ensure only appropriate access is granted to patients, visitors, and colleagues.
• Understands how to perform basic tests, such as temperature screenings, for patients, visitors, and colleagues.
• Ability to assess patient’s condition and determine if safety guidelines (such as masking) cannot be met.
• Ability to de-escalate patient and visitor concerns related to safety guidelines in place and escalate those concerns to the appropriate resources, if needed. Maintains a clean environment through routine cleaning of entrance and screening tables as needed
• Demonstrates the ability to make high level assessments of a patient or visitor's medical condition and necessitate next steps to support their experience and safety. (Wheelchair assistance, inability to comply to safety guidelines, etc.)
• Answers phone calls in a warm and inviting manner and patches calls to appropriate staff
• Follows all guidelines for overhead paging as needed for security and life safety codes
• Works with staff assisting in directions and assigning patient/family escort when necessary.
• Provides the “Something More” to all guests (i.e. patients, visitors and families). The “more” may be the offer of comfort measures when available and appropriate: food, reading materials, access to the chapel, restrooms, gift shop and coffee shop.
• Requires going above and beyond what is normally expected to meet the need of our guests.
• Sensitive and adaptive to the special needs of patients, visitors, and staff while recognizing and referring questions of a medical or personal nature appropriately.
• Composes and distributes personal correspondence for patients and families. Compiles reports as requested.
• Maintains a professional image in work area and appearance, consistent with the standards established for Mercy Health.
• Performs other related duties as assigned.

Education

• Minimum: High school diploma or equivalent combination of experience and education.
• Preferred: Associates degree in business or related field.

Related Experience

• Minimum: Two years guest/customer services experience.

Other Knowledge, Skills and Abilities

• Minimum: Ability to work w/interruptions while maintaining an excellent customer focus. Organizational and multi-tasking skills. Attentive to detail. Demonstrated experience with Microsoft office products (word processing, spreadsheets, database and presentation software). Professional presence and vocabulary. Pleasant and helpful demeanor. Interpersonal and positive. Self directed and ability to exercise independent judgment. Team player.

Computer Competency
Familiarity with standard desktop and windows-based computer system, including email, e-learning, intranet and computer navigation. Ability to use other software required to perform essential functions.

Physical/Mental
Minimum: Standing for long periods of time (up to 80% of shift). Ability to walk, bend and stoop. Use of computer, keyboard and phone. Ability to push guest or patient in wheelchair

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.