Guest Service Rep II

Job Posting

Shift: 12:30-9:00pm

Job Responsibilities:

• Phone Management - Work collaboratively to efficiently handle call volume/queue. Demonstrate basic knowledge of systems, logging in and out and transfer/conference etiquette.
• Customer Service - Provides assistance to patients, families, staff, and external agencies in a welcoming, professional, and timely manner. Anticipates the need for support by demonstrating positive guest service characteristics. Approaches visitors who look lost and offer assistance. Identifies needs of patients, families, and colleagues and provides services that satisfy and exceed expectations. Remains up to date with changes in hospital in terms of clinic locations, daily events, and changes in policies and procedure. Communicates these updates clearly and positively to families and staff. Escorts families, patients, and all guests to specific locations. Delivers meal cards to families through Guest Services. Remains positive when determining the causes of problems and negative situations. Look up itineraries in Epic to assist patients and families. Distribute of bus passes on behalf of the organization. Perform non-routine functions.
• Visitor Management - Respect the right of parents/guardians and adult patients to identify who may and may not visit by communicating visitor policy and enforcing their preference of approved and unapproved visitors. Provide badging and access that is specific to their needs. May educate staff of policy/process. May manage VM supplies.
• Problem Solving - Investigates and resolves guests' requests, questions, and problems. Answers questions by applying knowledge of the assigned function and adhering to CCHMC's policies and procedures.
• Communication - Communicate in a clear and concise manner in every medium. Adapt communication style and tone to fit situations and audience. Notify appropriate staff of recurring problems/errors identified within work process or system.

Job Qualifications:

• High school diploma or equivalent
• No directly related experience

Primary Location Burnet Campus

Schedule Full time

Shift Evening (United States of America)

Department Guest Services

Employee Status Regular

FTE 1

Weekly Hours 40

Expected Starting Pay Range

Annualized pay may vary based on FTE status $16.25 - $19.30

Market Leading Benefits Including:

• Medical coverage starting day one of employment
• Competitive retirement plans
• Tuition reimbursement for continuing education
• Expansive employee discount programs through our many community partners
• Shift Differential, Weekend Differential, and Weekend Option Pay Programs for qualified positions
• Support through Employee Resource Groups
• Physical and mental health wellness programs
• Relocation assistance available for qualified positions

About Us

At Cincinnati Children's, we come to work with one goal: to make children's health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and