Guest Relations Supervisor/Representative
Guest Relations 604212 - Hartford City, IN

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  • High School Diploma/GED
  • 1 - 2 years experience preferred
  • Customer service skills are required
Provides organization and leadership to the coordination of a customer-focused strategy for patient and guest relations. Through consultative, educational and direct support; advises and assists departments and other IU Health Blackford Hospital entities in the areas of customer service, leadership and team development, satisfaction survey processes, facilitation and process improvement, and problem resolution with appropriate Service Recovery resources. Assures Guest Relations enhances the customer's experience from point of entry to discharge. Enhances patient and guest satisfaction with IU Health Blackford Hospital through daily interactions. Is responsible for problem resolution assistance as well as preemptive interventions to ensure patient and guest satisfaction. Scope of services includes but is not limited to: assists patient and families with problems or concerns, acts as a resource to clarify processes, serves as a liaison for patients and families experiencing a wait or delay, answers questions or refers to appropriate person or resource for answers. Additionally provides service recovery to patients and guests and offers Service Recovery support to staff. In all matters, engages in appropriate follow-up interactions with the patient and family. Develops ongoing connection with patients that can span from admission through discharge and continues through future admissions. Responsible areas include all on-site departments as well as coverage for the Guest Relations Associates when needed. QUALIFICATIONS/KNOWLEDGE/SKILLS/ABILITIES
Communicates with all levels of hospital staff, physicians, IU Health Blackford entities, and affiliate area hospitals, and appropriate outside agencies; Presentation skills highly recommended.
Requires - Working knowledge of MS Office functions recommended; Requires - Strong, creative personality with the ability to inspire and motivate teams; Must have the ability to stand and walk for 75% of the shift; Must have the ability to lift, carry, push and pull objects weighing up to 50 pounds; Must have the ability to work with disabled, hearing impaired or deaf customers, or those with limited English proficiency; Must have the ability to assist someone in and out of a wheelchair. Must have the ability to respond and react immediately with unimpeded auditory perception of verbal/vocal instructions; Must have the ability to respond and react to visual observation; Must have the ability to transport patients to and from hospital destinations; Must have the ability to quickly and accurately manipulate a keyboard. Must have the ability to learn and proficiently perform computer applications related to department operations. Must have the ability to analytical evaluate problem situations and seek resolution; Must have the ability to use judgment and discretion; Must have the ability to manage several assignments simultaneously and appropriately to prioritize; Must have the capacity to document in clear and concise fashion with appropriate grammar and word usage and computer applications; Must have the analytical ability to evaluate problem situations in-depth and come to independent conclusions; Must have the ability to communicate effectively with patients, families, physicians, co-workers, supervisors, volunteers and other hospital personnel on a one-to-one basis using appropriate vocabulary, grammar and word usage. Must have the ability to be comfortable with customer contact including frequently approaching customers to assist with directional, escorts and transports to hospital destinations; Must have the ability to work with various populations, adjusting personal attributes when dealing with various population demographics; Must have the ability to direct and achieve results through those volunteers who work with him/her; along with ability to successfully give clear direction and work well with others; Must have the ability to achieve outcomes with respect to the coordinating activities with others and to work toward continually improving Guest Relations programs.
Associate?s Degree &/or 2-3yrs+ of demonstrated experience in area related to Customer Service such as Education, Nursing, Human Resources, Public Relations or other Healthcare customer service related fields or equivalent combination of education and experience from which comparable job knowledge can be acquired required. Previous Healthcare experience preferred.