Overview Patient and Guest Services Specialist is responsible for all Guest Services functions of the assigned DCH Health System location(s). Responsibilities • Deliver the highest level of customer service in all situations. • Create a great first impression and patient experience for all patients, visitors and DCH caregivers. • Maintain professional appearance and attitude to present a positive image • Answer questions and provide directions to navigate the facility or other customer needs. • Provide update and directions regarding patient’s upcoming appointments and procedures • Maintain understanding of healthcare environment and patient and guest complexity • Utilize computer to access patients list, email and other program to assist patients, visitors and DCH care givers. • As assigned, conduct rounding to ensure visitor satisfaction • Utilize assigned phone, cell phone if applicable to communicate with our patients and customers. • Keep office and surrounding area neat, clean, functional and appealing at all times. • Retrieve wheelchair inventory from the Hospital and Outpatient buildings and secure daily to maintain the equipment inventory. • Clean and sanitize wheelchairs between each use. • Report and track any wheelchair repair needs. • Assist with transporting patients in a safe, comfortable, courteous and efficient manner by wheelchair throughout the Medical Center. Must be certified in wheelchair transportation either via motorized or non-motorized chair. • As assigned, unlock the emergency elevator for the patient escort in the Medical Tower and the Hospital. • Assist with maintaining equipment in good working order and keeps it in proper place. DCH Standards: • Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation. • Performs compliance requirements as outlined in the Employee Handbook • Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self. • Performs essential job functions in a manner that ensures the safety of patients, visitors and employees. • Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees. • Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees. • Requires use of electronic mail, time and attendance software, learning management software and intranet. • Must adhere to all DCH Health System policies and procedures. • All other duties as assigned. Qualifications MINIMUM KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED High School diploma or GED required. Associate Degree preferred Hospitality, Customers Services, Healthcare Experience preferred. Must be a customer service-oriented person. Must be able to read, write legibly, speak and comprehend English. WORKING CONDITIONS WORK CONTEXT • Frequent work with others: deals with internal and external customers, face-to-face discussion, email and telephone communications. Possible dealings with unpleasant or angry people and conflict situations Valet/resolution • Ability to work in a fast-paced on occasion PHYSICAL FACTORS • Must be able to sit, stand, walk, kneel, sit, crouch or stoop with good balance for extended periods of time. • Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. • Must be able to assist customers in getting into and out of the vehicle when necessary. • Ability to push/pull objects over carpeted floors, concrete ramps, and on varied surfaces. • Must be able to operate a telephone and wheelchairs. • Must be able to perform the duties with or without reasonable accommodation. • Hearing and vision must be normal or corrected to within normal range. • Physical presence onsite is essential.