Guest Services Specialist

Location: Washington, DC
Date Posted: 02-09-2018
POSITION SUMMARY
The purpose of this position is to answer inquiries, obtain information, and direct patients, guests/visitors, vendors and others to their destination. Provides information regarding location of departments, clinics, and other services offered within the organization.

NATURE AND SCOPE
Interacts with patients, visitors, vendors, nurses, physicians, University and Hospital employees, and the general public.

PRINCIPAL ACCOUNTABILITY
  • Greets persons entering establishment, determines nature and purpose of visit, and directs or escorts them to their specific destination.
  • Analyzes data to determine answers to questions from patients/guests and/or refers patients/guest to appropriate department for assistance.
  • Provides information about establishment such as location of departments, employees/physicians within the organization and services clinics/offices provide.
  • Maintains a clean and welcoming environment.
  • Assumes other duties and responsibilities that are related and appropriate to the position and area.  The above responsibilities are a general description of the level and nature of the work assigned to this classification and are not to be considered as all-inclusive.
CARES CRITERIA
  • Must demonstrate collaboration; accountability; respect; excellence; and service.
  • Works with team members and peers in and outside of their immediate work group to create an exceptional experience for patients, students and other visitors; looks for ways to achieve departmental/institutional results by partnering.
  • Accepts responsibility for his/her actions to provide health care and or ancillary functions in a highly efficient and compassionate manner.  The employee must function as a Steward (Have Ownership) of the Howard values that foster a commitment to improving the patient and student experience, organizational efficiency and the environment.
  • Embraces diversity; cares holistically for those we serve; treats all as we would like to be treated; manages the patient’s right to privacy with meticulous care 100% of the time and keeps patient and proprietary information about the institution confidential.
  • Anticipates the patient’s and student’s needs, presents as a model representative of the institution and maintains high standards of care while striving to improve performance and create exceptional experiences for our customers.
  • Behaves in a friendly, resourceful and professional manner towards all they encounter; treats patients, students and visitors in the same way that they would want their family members or themselves to be treated.
CORE COMPETENCIES
  • Knowledge of principles for providing customer service such as being attentive to patients/visitors needs and meeting quality of standards for great service.
  • Demonstrates a professional and personal presentation.
  • Ability to interact with patients/visitors with various backgrounds.
  • Ability to utilize sound judgment in addressing the needs and concerns of a patient/visitor.
  • Competence in both oral and written English.
  • Ability to establish and maintain effective and harmonious work relationships with staff, physicians, Hospital and University officials, and the general public.
MINIMUM REQUIREMENTS
  • High School Diploma is required. Associate’s Degree in psychology, public/hospital administration desirable.
  • Three (3) years of secretarial, administrative assistant or customer service experience, preferably in a healthcare setting.
  • Must be able to stand, walk, sit, lift, bend, write, type, file, speak, hear, see, calculate, compare, edit, evaluate, interpret and organize for extended periods of time.
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