CHARLES HEALTH SYSTEM JOB DESCRIPTION TITLE

Guest Services Host

REPORTS TO POSITION

Guest and Volunteer Services Manager

DEPARTMENT

Guest Services

DATE LAST REVIEWED

May 22, 2023

OUR VISION:

Creating America's healthiest community, together

OUR MISSION

In the spirit of love and compassion, better health, better care, better value

OUR VALUES

Accountability, Caring and Teamwork

DEPARTMENT SUMMARY

The St. Charles Health System's Guest and Volunteer Services Department provides the highest level of quality service to the patient, family member and guest. The department is focused on providing a positive patient experience while receiving services at St. Charles Health System.

POSITION OVERVIEW

The Guest Service Host extends a warm welcome to guests for all St. Charles Health System facilities. They must possess, and are trained to use, de-escalation skills with intense quests and discern when and who to contact for any given situation. They must possess keen working knowledge of the campus and the system including the organizational chart. Be proficient in the use of the EMR and patient lookup following HIPPA protocol. Escort patients, guests and family to patient rooms, departments, and help with wayfinding. This position works in the St. Charles Heart and Lung Center, and the Main Entrance to the system Hospitals. This position does not directly manage any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES

Welcomes guests to St. Charles Health System facilities. Provides the highest level of quality, proactive service to guests ensuring their needs are met with warmth and friendly assistance. Greets guests, provides personal attention to the guests' needs, responds to requests for information or assistance, and resolves concerns. Proactively seeks out opportunities to meet or exceed the expectations of the guests by initiating contact with guests to identify and address questions, concerns, or assistance required. Answers the guest services phone and provides service as requested. Gives accurate information and directions to patients, visitors, and family members. Provides brochures, written directions, and maps when necessary. Complies with all HIPAA requirements. Identifies guests who may require some special form of assistance and ensures their needs are met. This position will frequently require pushing patients (upwards of 250 pounds) in wheel chairs. Arranges for personal assistance as needed including escorts and transportation. Facilitates escort services for guests. Maintains supply and organization of wheelchairs. Maintains current knowledge base of all services in the hospital, Heart Center and region. Maintains continuous communication with all departments, supervisor, caregivers, and physicians to ensure accuracy of information given out. Maintains cleanliness of surrounding area internally and externally. Supports the vision, mission and values of the organization in all respects. Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change. Provides and maintains a safe environment for caregivers, patients and guests. Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings. Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate. May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION

Required:

High school diploma or GED.

Preferred:

Course work in Behavioral Sciences.

LICENSURE/CERTIFICATION/REGISTRATION

Required:

N/A Preferred:

CPR and AED certificate.

EXPERIENCE

Required:

Must possess one (1) year of experience in a direct customer service position.

Preferred:

Prior experience in Hospitality Services.

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

PHYSICAL REQUIREMENTS

Continually (75% or more): Standing and walking, lifting/carrying/pushing or pulling 1-10 pounds, grasping/squeezing. Frequently (50%): Sitting, bending, stooping/kneeling/crouching, climbing stairs, lifting/carrying/pushing or pulling 11-25 pounds. Occasionally (25%): Climbing ladder/step-stool, reaching overhead, lifting/carrying/pushing or pulling 25-50 pounds, operation of a motor vehicle, using clear and audible speaking voice and ability to hear normal speech level. Rarely (10%): Keyboard operation. Never (0%): Ability to hear whispered speech level. Exposure to Elemental Factors Occasionally (25%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface. Blood-Borne Pathogen (BBP) Exposure Category Risk for Exposure to BBP .

Schedule Weekly Hours:

Caregiver Type:

Regular Shift:

Variable (United States of America) Is Exempt Position?

No Job Family:

HOST Scheduled Days of the

Week:

As Scheduled (may include weekends and holidays)

Shift Start & End Time:

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