Guest Service Associate

The Guest Service Associate (GSA) is responsible for providing exceptional service to patients, families, and visitors, ensuring a positive experience within the hospital setting. This role involves assisting with non-clinical tasks, offering guidance, and creating a welcoming and supportive environment. The GSA acts as the first point of contact for visitors and patients, delivering high levels of customer service and ensuring that all visitors and patients feel comfortable, informed, and cared for.

Key Responsibilities:

• Patient & Visitor Interaction:
• Greet patients, families, and visitors in a friendly and professional manner.
• Provide clear and accurate information about hospital facilities, departments, policies, and procedures.
• Assist patients and visitors with directions to departments and rooms, ensuring they reach their destination promptly.
• Registration & Admission Support:
• Assist patients during check-in and admission processes, ensuring required documentation is completed and provided.
• Direct patients to appropriate departments for pre-procedure assessments or other services.
• Answer inquiries related to insurance, registration, and hospital services.
• Customer Service & Communication:
• Handle guest inquiries, concerns, and requests with courtesy and professionalism.
• Maintain open communication between patients, visitors, and hospital staff, ensuring timely responses and resolutions.
• Address patient complaints, concerns, and feedback, directing them to the appropriate department or personnel when needed.
• Assistance with Comfort & Needs:
• Provide non-medical assistance to patients and visitors, such as delivering information or assisting with mobility if required.
• Offer comfort items such as blankets, pillows, or refreshments to patients and visitors, as needed.
• Monitor and maintain patient waiting areas, ensuring they are clean, comfortable, and well-equipped.
• Coordination & Support:
• Coordinate with clinical and non-clinical staff to facilitate smooth hospital operations and patient flow.
• Assist with the organization of transportation services within the hospital (e.g., wheelchairs, transport staff).
• Support hospital events, tours, or patient education sessions as needed.
• Safety & Security:
• Adhere to hospital safety protocols and guidelines, ensuring the environment remains safe for patients, staff, and visitors.
• Report any suspicious activities, safety hazards, or security concerns to the appropriate authorities.
• Administrative Duties:
• Maintain accurate records of patient interactions and guest feedback.
• Assist with clerical tasks such as filing, answering phone calls, and scheduling appointments.

Qualifications:

• Education: bachelor’s degree /PG
• Experience: Previous experience in Healthcare customer service, a healthcare setting is preferred.
• Skills:
• Strong interpersonal and communication skills.
• Ability to handle stressful situations with professionalism.
• Excellent problem-solving skills and attention to detail.
• Proficiency in Microsoft Office Suite and basic office equipment.
• Personal Attributes:
• Empathetic and caring attitude.
• Strong organizational and multitasking abilities.
• Flexibility and adaptability to meet the dynamic needs of a healthcare environment.
• A professional appearance and demeanor.
• Certifications: CPR/First Aid certification (preferred, but not required).

Job Type: Full-time

Application Question(s):

• How many years of experience do you have in Healthcare?

Experience:

• Guest services: 2 years (Preferred)

Language:

• English (Preferred)

Work Location: In person