Guest Services Representative - Lancaster, United States - Lancaster General Health

Lancaster General Health
Lancaster General Health
Verified Company
Lancaster, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Summary
***: Provide premier customer service greeting guests, giving appropriate information, direction or assistance according to hospital policies and procedures. These areas pledge to support and advance the Mission and the Vision of the department to deliver superior service through excellence in personal performance and a commitment to continuous process improvement.


HOURS:

Week #1:
Tuesday/Friday 3pm-9pm, Saturday 12:30pm-9pm

Week #2:
Sunday 12:30pm-9pm, Monday/Thursday 3pm-9pm


ESSENTIAL FUNCTIONS:
Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Proactively approach all guests to provide an exemplary first impression of the hospital and create a warm and welcoming environment. Greet guests with a smile and eye contact.
Present self in a professional, courteous and friendly manner.

  • Ascertain guest's needs. Take appropriate action or provide appropriate information, direction, transporting and escorting as requested and according to established policies and procedures.
  • Listen carefully and be sensitive to the needs and wishes of all guests. Treat all guests with dignity and respect.
  • Communicate at all times in a way that supports patient confidentiality.
  • Answer all telephone calls within 3 rings using established greeting. Extend calls to proper guest or provide information to guest or caller as requested.
  • Provide accurate information/data to all physicians, clergy, volunteers and hospital staff as requested or required.
  • Handle all emergency situations in a calm and timely manner.
  • Continuously observe/maintain the assigned area for potential safety or security issues, overall neatness and cleanliness. Notify appropriate personnel to insure that corrective action is taken, as necessary.
  • Assist with training of new employees/volunteers for departmental job duties.
  • Act as a liaison between patient families, clinical areas and physicians to provide efficient and accurate information flow.
  • Provide support and assistance to various departments on an as needed basis.
Attend educational/in-service classes and departmental staff meetings.


SECONDARY FUNCTIONS:
The following duties are considered secondary to the primary duties listed above:

  • Order and maintain inventory of office equipment and supplies for the department.
  • Assist in the proper care and maintenance of department office equipment, tools and supplies.
  • Other duties as assigned.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:


  • High school diploma or equivalent (GED).
  • One (1) year of customer service related work.

PREFERRED QUALIFICATIONS:


  • Computer experience.
  • Familiarity with Lancaster County

COGNITIVE REQUIREMENTS

Attention/Concentration:

The position requires the ability to attend to more than one aspect of a situation simultaneously.

It is highly likely that multiple task demands are going to be required of the individual at the same time.


New Learning and Memory:

Job demands are only moderately routine and predictable.

Minor changes may occur which require the individual to be able to understand and carry out detailed but uninvolved instructions.


Problem Solving, Reasoning and Creative Thinking:

APTITUDES:
The following are essential requirements of the position in relation to job-worker situations.

These items describe how a worker must adapt, adjust, conform or act:


Repetitive work:

Ability to continuously perform the same type of work for extended periods of time, according to set procedures, sequence or pace.


Variety and change:

Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.


Communication:
Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.


Interpersonal relations:

Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.


EQUIPMENT USAGE REQUIREMENTS

Equipment/Tools:
Computer, Phone, Copier, Printer, Fax, Office Supplies


Software:
Microsoft Office Products, Epic


PHYSICAL REQUIREMENTS

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement:


  • Sit: Rarely
  • Stand: Continuously
  • Walk: Continuously
  • Bend: Rarely
  • Push: Frequently
  • Pull: Rarely
  • Kneel/Squat: Rarely
  • Reach: Occasionally
  • Twist: Rarely
  • Balance: Frequently
  • Climb: Rarely

Lifting:

Degree of physical exertion is**:

Heavy, exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.


Sensory Abilities specifically required:


  • Vision
  • Hea
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