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Guest Services Specialist Front Desk

Mission Hospital

Asheville, NC

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JOB DETAILS
SKILLS
Access Control, Acute Care, Banking Services, Behavioral Health, Communication Skills, Customer Support/Service, Emergency Care, Fast Food, FirstNet, Flexible Spending Accounts, Healthcare, High School Diploma, Hospital, Hospitality and Tourism, Infection Control, Leadership, Medical Records, Patient Safety, Prescription Drugs, Printing, Procedure Development, Procedure Implementation, Property Maintenance, Quality of Care, Stock Purchase Plans, Telemedicine, Time Management
LOCATION
Asheville, NC
POSTED
Today
Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below: Guest Services Specialist with CarePartners Health Services!

*This position is for a Full Time Night Position for a schedule of 11p-8a Monday-Thursday!

Job Summary and Qualifications:

Job Summary:

Performs as a patient and family advocate to improve customer service and promote a culture of Patient and Family Centered Care. Uses effective communication, engagement and critical thinking skills to serve guests by answering inquiries in person or by phone. Monitors and provides assistance to guests seeking access to the Emergency Department while demonstrating caring and compassion and willingness to help at all times. Functions as liaison with patients and families by seeking out and addressing concerns in a timely and proactive manner.

What qualifications you will need:

  • High School Graduate / GED
  • Preferred Experience: 1 year in a hospital or customer service position
No Travel Required

Essential Accountabilities:

Provides excellent customer service by using effective communication and engagement skills.

Performance Criteria

1. Exhibits a positive departmental and hospital image by greeting guests in a courteous manner, following established standard.

2. Provides information and answers inquires both via phone and in person.

3. Monitors and provides access, communicates directions and assists guests with wayfinding to appropriate areas.

4. Protects the patient, department, and hospital by maintaining confidentiality according to established policy.

5. Escalates concerns to department leadership when necessary.

6. Enters incidents regarding safety or care concerns into RL solutions.

7. Enhances public perception of the department and hospital by projecting a positive image of Mission Hospital to the public.

8. Provides information, comfort measures and or diversion activities to guests in waiting areas.

9. Anticipates and meets patient and family member's needs with consistency and compassion.

10. Improves communication flow by determining purpose of all inquiries and when needed, forwarding calls to the appropriate resource or obtaining information needed.

11. Follows established departmental procedures to ensure caller satisfaction by answering internal/external telephone inquiries in a friendly and courteous manner.

12. Utilizes patient locator and FirstNet software to locate patient information.

Performance Criteria:

1. Ensures safety for patients and the department by contacting security when necessary according to established policy.

2. Complies with department procedures of protecting resources by notifying building maintenance when necessary.

3. Promotes an organized and safe work environment by maintaining a clean and clutter-free work area at all times.

4. Verbalizes and demonstrates proper procedures for infection control including cleaning and disinfecting of common areas as needed.

5. Demonstrates awareness of blood and bodily fluids as potential biohazard, implements appropriate action to lessen exposure according to hospital policy and procedure.

6. Provides input during shift handoff and as needed to team members regarding patient, family and guest interactions and interventions.

7. Attends all mandatory training as assigned as well as regular department meetings

Performance Criteria:

Provides support to guest check in, access, and waiting room rounding as assigned

1. Performs regular rounding in the waiting rooms to ensure visitor/patient comfort and safety.

2. Registers visitors for check in process; including printing of name badges, and controlling appropriate access of guest's in and out of the Emergency Department.

3. Ensures proper confidentiality of all patients according to HIPPA with additional awareness taken for Behavioral Health Patients.

4. Demonstrates awareness of personal space, patient, family and guest safety precautions and patient and guest observation awareness

5. Adheres to the demands of restricting access to the Emergency Department when deemed necessary by the NUS, Security, or as the situation demands with empathy.

6. Assists as needed by providing compassion and support in the management of family and friends of trauma or expired patients.
Benefits

CarePartners, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
  • Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
  • Wellbeing support, including free counseling and referral services
  • Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
  • Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
  • Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
  • Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

CarePartners Health Services, a member of Mission Health, an operating division of HCA Healthcare, is a healthcare organization serving western North Carolina and offering a full continuum of post-acute care. Located in Asheville, North Carolina, it's services include a Rehabilitation Hospital, Home Health, Outpatient Rehabilitation, Hospice, Palliative Care, Private Duty, PACE (Program of All-inclusive Care for the Elderly) and Orthotics & Prosthetics. With more than 1,200 colleagues and 400 volunteers, CarePartners Health Services is dedicated to helping people of western North Carolina live full and productive lives, despite illness, injury, disability or issues related to aging.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

If you find this opportunity compelling, we encourage you to apply for our Guest Services Specialist Front Desk opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing - apply today!

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About the Company

M

Mission Hospital