Guest Services Associate / Patient Experience - Casual/PRN

Omaha Children's Hospital • United States, United States • 8h ago

Schedule: Casual/PRN

At Children's, the region's only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team-and join us in providing brighter, healthier tomorrows for the children we serve.

Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview

Promote a welcoming and reassuring environment for all Children's visitors by exhibiting exemplary customer service skills. Support the needs of patients, families, and other visitors by proactively offering support, connecting them with guest offerings, and answering questions. When needed, take responsibility for engaging other personnel who can help.

Essential Functions

Welcome and support visitors

Warmly greets all visitors, including patients, families, vendors and staff.

Greets accreditation surveyors and notifies administration in a timely manner for regulatory compliance.

Verifies and manages parent and visitor access, ensuring badge compliance with set restrictions or exceptions.

Assists visitors in getting where they need to go. Confirm appointment times and locations as needed. Escort visitors, or have a volunteer escort them, whenever possible, in lieu of giving directions. Connect families with resources; financial advocates, spiritual care, rainbow suites/house rooms or amenities, social work.

Proactively provides guidance on facility policies and procedures in a helpful manner when appropriate - such as offering a mask, mentioning visiting hours, or asking a vendor to register.

Informs visitors of guest services that could enhance their experiences. This could include where to get food, how to navigate the facility, gift shop, programming services, laundry and more.

Maintains awareness of organizational changes and daily events, including patients and families expected in your area.

Collaborates with Nursing, Security and Social Work on visitor management compliance.

Oversees guest areas

Tidies up the areas by picking up trash, wiping down seating areas, and putting furniture back in order. Maintain guest offerings, such as television programming, mask stations, or coffee stations. Notifing other departments, such as Environmental Services, Food Services, or Facilities, as needed.

Manages surgical and ED waiting areas, coordinating updates and escorting families to provider consult areas.

Is responsible for visitors in the area, offer assistance, and ensure that any staff for whom they are waiting are aware; notifies clinical staff or security if medical or safety assistance is needed.

Offers support to visitors who are there for an extended period using distraction and comfort items. As needed, support efforts to keep waiting visitors informed by pro-actively seeking updates from the staff and offering those to families on a periodic basis.

Assists phone callers with inquiries, locations and directions

Accepts, verifies, records, and handles materials delivered to the desk to support desired outcome.

Stocks area supplies, including office materials, distraction toys, first aid supplies, linens, etc.

Regular attendance at work is an essential function of the job.

Performs physical requirements as described in the Physical Requirements section

Education Qualifications

High School Diploma Or GED Required and

Associate's Degree From an accredited college or university in public relations, human services, communications, education or related field Preferred

Skills and Abilities

Must be able to work well with others and promote the hospital as a whole. Knowledge of basic computer commands and ability to learn job-specific programs.

Maintains confidentiality of proprietary information relating to all aspects of position including, but not limited to, information about, patients, the hospital, Foundation, and donors.

Ability to communicate clearly and effectively to a varied audience both verbally and in writing. Ability to handle multiple tasks at one time

Licenses and Certifications

Health Services\BCLS - Basic Life Support Preferred

Children's is the very best for kids and the very best for your career! At Children's, we put YOU first so together, we can improve the life of every child!

Requisition ID : 24551

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