Coaching, Communication Skills, Computer Skills, Conflict Resolution, Customer Support/Service, Detail Oriented, Diversity, Federal Bureau of Investigation (FBI), Healthcare, High School Diploma, Hospital, Hospitality and Tourism, Interpersonal Skills, Leadership, Mentoring, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Psychiatry and Mental Health, Team Player, Time Management
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.