Guest Services Associate - Emergency Department, Days
Tampa General Hospital
Summary
Under general supervision and following established policies, procedures, and professional guidelines, provides world-class service to all patients, visitors, physicians, and team members by creating an exceptional experience beginning with their first impression. Welcomes guests to Tampa General Hospital, safely screens guests, and provides directions to the appropriate location. Interacts in a timely and professional manner and demonstrates a can-do attitude. When working in surgical waiting areas, proactively rounds on patients using the HURON rounding tool and responds immediately when requested by department leadership to visit escalating patients needing quick de-escalation during non-Patient Relations hours. Represents the hospital by putting the customer first and exhibits flexibility in job responsibilities and hours. Must be able to oversee and engage members of the volunteer team assigned to Guest Services.
Job description
Essential Functions
- Demonstrates knowledge of exceptional customer service and exhibits expected behaviors exemplifying the TGH Values during all interactions with patients/guests, care team members, and external entities.
- Demonstrates clear communication skills to connect effectively with patients/guests, care team members, and external entities.
- Demonstrates the ability to be empathetic, tactful, objective, and promotes a positive image through a professional appearance.
- Maintains flexibility in work assignments and cross-coverage to meet department needs.
- Adheres to departmental ANTICIPATE Standards of Behavior; when covering surgical/procedural waiting areas, completes hourly rounds on waiting patients/guests to assess needs and ensure they are not waiting for extended periods without information or updates.
- Navigates patients/guests through TGH, including identification, providing resources for directions, and assisting with understanding TGH processes and operational standards at main entry and in all surgical and procedural locations.
- Interacts with patients/guests to facilitate resolution of minor concerns and escalates when appropriate.
- Plans, provides, and maintains a safe environment for patients/guests and/or team members.
- Performs duties according to established procedures and protocols.
- Performs other duties as assigned.
Technical Knowledge, Skills, and Abilities
- Medical Terminology.
- Knowledge and ability to navigate multiple software applications e.g., Microsoft Office, EMR, etc.
- Excellent written and verbal communication skills.
- Demonstrate conflict resolution and de-escalation skills.
- Flexibility with ongoing organizational changes e.g., schedule and assignment changes.
- High degree of professionalism in all interactions.
Requirements
- High school diploma or GED
- Two years of forward-facing customer experience
- Experience working in a high-volume, customer-focused environment preferred
- Medical terminology knowledge
- Ability to navigate multiple software applications such as Microsoft Office and EMR
- Excellent written and verbal communication skills
- Conflict resolution and de-escalation skills
- Flexibility with schedule and assignment changes
- High degree of professionalism
Company overview
Tampa General Hospital is a leading academic medical center and regional healthcare system located in Tampa, Florida. As one of the largest hospitals in Florida, it serves as the primary teaching hospital for the University of South Florida Morsani College of Medicine. The hospital operates a comprehensive Level I trauma center, providing the highest level of trauma care available. Tampa General Hospital is nationally recognized for its expertise in organ transplantation, with one of the busiest transplant programs in the United States. The institution offers a wide range of specialized services including cancer care, cardiovascular medicine, neurosciences, women's health, and pediatric services. With its commitment to medical education and research, Tampa General Hospital plays a crucial role in advancing healthcare through clinical trials and innovative treatments. The hospital system includes multiple specialty centers and outpatient facilities throughout the Tampa Bay region, serving as a vital healthcare resource for millions of residents in West Central Florida.