Guest Services Specialist | Patient Experience | PRN | Variable

Overview

The Guest Service Specialist (GSS), under the direction of the Patient Experience Department, serves as a liaison between patients, families, visitors, and staff to promote an exceptional patient and guest experience. This role creates a welcoming and supportive environment through proactive engagement, customer service recovery, and assistance with navigating hospital services and resources.

Responsibilities

Key Responsibilities

• Serve as a primary point of contact for patients, families, and visitors, ensuring a positive and supportive experience.
• Provide information regarding UF Health services, hospital amenities, resources, and policies.
• Assist guests with wayfinding, transportation arrangements, and information regarding local lodging and community amenities.
• Conduct proactive rounding to identify and address patient, family, and visitor needs.
• Support customer service recovery efforts by addressing concerns and facilitating timely resolutions.
• Coordinate communication between patients, families, unit staff, and other departments to resolve issues and improve satisfaction.
• Manage and support the lost and found process and distribute valet vouchers as appropriate.
• Promote and maintain a safe, clean, and welcoming environment throughout the facility.
• Demonstrate professionalism, empathy, and exceptional customer service in all interactions.

Knowledge, Skills, and Abilities

• Strong customer service and interpersonal communication skills.
• Ability to interact professionally with individuals from diverse backgrounds.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to remain calm and effective in challenging situations.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with patients, families, visitors, and healthcare teams.

Qualifications

Minimum Qualifications

Education

• Associate degree (AA) preferred.
• High school diploma or equivalent required.

Experience

• Minimum of three (3) years of customer service experience in a healthcare or related service industry required.
• Experience leading, training, supervising, or directing the work of others is required.

Knowledge, Skills, and Abilities

• Excellent verbal and interpersonal communication skills.
• Proficiency in computer applications and basic technology.
• Results-oriented with the ability to work independently and take initiative.
• Strong training, coaching, and mentoring abilities.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work effectively with patients, visitors, staff, and individuals from diverse backgrounds.

Licensure/Certification/Registration

• No licensure or certification required.
• Must successfully pass an FBI Level 2 background screening for positions located at the UF Health Psychiatric Hospital.

Motor Vehicle Operator Designation

• No motor vehicle operation required for this position.