Guest Service Representative

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Summary

Position Summary
- Answers all internal and external calls, dispatching to the appropriate person; i.e., physicians, nurses, technicians, patients. Handles all emergencies; i.e., fires, codes, safety alerts, security calls. Makes daily announcements, calls others back into the hospital for special callbacks. Pages overhead and on beeper system. Other various duties as assigned by Manager or Resource Coordinator will be required.
Education
- High School Diploma - Preferred
Experience
- 1 - 2 Years General or Medical office - Preferred
License & Certification
- None Required
Core Job Functions
- Receives and routes calls, determines intent of caller and makes the appropriate connection. Ensures calls are consistently answered promptly, phone courtesy protocol is followed and paging is performed according to hospital procedures. Always utilizes organization approved scripting.
- Demonstrates skill in dealing diplomatically with physicians, management, clinical staff, patients and the public under stressful conditions. Acts decisively and immediately while remaining calm and alert in crucial situations. Utilizes good judgment in answering questions of callers according to established policies.
- Ensures patients and visitors are directed to correct locations and assistance is obtained if necessary. Utilizes information obtained from the hospital information system. Protects patient confidentiality by adhering to HIPAA guidelines.

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