This position/team, individually and collectively, supports the organizational mission, vision, and values of Methodist Hospitals. The purpose of this position is to provide operational excellence in customer service, influence customer satisfaction, and to address patient and family needs at the point of service to create the beginning of a memorable patient and family experience. The Guest Services Associate at the Front Desk and Switchboard provides an unforgettable experience through compassionate and caring behaviors, showing courtesy and respect, while greeting all guests with a friendly smile and an obvious energy to assist. These behaviors may be in person or by phone, but are always present.

PRINCIPAL DUTIES AND RESPONSIBILITIES (*Essential Functions)

1. Operate a one-position switchboard with speed and accuracy
2. Effectively answer and transfer all calls in a kind and professional manner
3. Direct visiting customers at the front desk to the various locations within the property
4. Meet and greet guests tactfully and courteously while providing assistance as needed that exceeds their expectations
5. Issues visitor passes according to hospital policy and controls access to the hospital
6. Stays knowledgeable of visitation guidelines as they change according to department/procedural processes and needs, individual needs of patients/families and environmental safety according to widespread community outbreaks/specific needs
7. Ability to Advocate – ability to identify concern, listen carefully, and work through the issues to assist as needed (Problem Solving Skills)
8. Ability to calmly prioritize and perform a variety of tasks under pressure
9. Ability to work independently with minimal supervision and/or collaboratively with team
10. Performs required job functions according to established/prescribed policies and procedures
11. Ability to analyze situations accurately and exercise good judgment in taking effective action (Critical Thinking Skills)
12. Ability to understand and follow oral and written instructions
13. Ability to express courtesy, respect, and discretion at all times
14. Ability to work with all associated service programs such as IPN paging system, RAVE mass communication system, Emergency Management Operations, Overhead Paging, SIT-2Consoles, M2250 Console Operation, Simplex Phone, etc.
15. Ability to work with technical equipment required in the switchboard such as headsets, intercoms, and computers
16. Ability to learn specific rules, regulations, laws, policies and procedures quickly and apply them with good judgment in a variety of procedural matters without immediate supervision (Fire Alert/Fire Alarm, Code 22 Emergency Line, Code Blue/RRT-internal and external, Red 911 phone, Active Intruder, Brain Alert, Bomb-13-13 Security, Elevator Entrapment, Utility Emergency Response, EOP Plan, High Census Alert, Lock Down, Panic Alarms, Security Alert Priority One, Security Alert Missing Adult, Security Alert Missing Child, Severe Weather Watch/Advisory, Tornado Alert, Generator Alarms, Pharmacy Freezer Alarms – supporting organizational, patient, and employee safety
17. Ability to consistently establish and maintain positive and cooperative working relationships with both internal and external customers
18. Model customer service skills/assisting guests in an efficient and friendly manner
19. Exceptional communication skills
20. Ability to be confidential and discreet with hospital information
21. Observe health and safety regulations
22. Assist with orientation and training of new employees as requested
23. Contribute to a positive work environment and overall team effort of the department
24. Ability to maintain records/logs/ perform clerical duties required by position
25. Ability to flex with schedule/department needs
26. Ability to work all shifts (days, evenings, midnights)/weekends/both campuses as needed
27. Performs other duties as needed and/or assigned

JOB SPECIFICATIONS (Minimum Requirements)

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to enunciate clearly in a well-modulated voice/Correct English usage
• Ability to type with speed and accuracy§
• Ability to work with frequent interruptions
• Good memory
• Positive attitude /Ability to learn/Accept coaching
• Basic computer skills (hospital intranet, email, MS Word, etc.)
• Knowledge of the operation of a telephone switchboard
• Developed problem-solving skills
• Developed professional demeanor and positive disposition
• Good knowledge of the organization, facilities, departments, and their functions
• Ability to work with frequent interruptions

EDUCATION

• High School Diploma/GED Equivalent Required
• Associates Degree Preferred

EXPERIENCE

• Two (2) years’ Professional Level Guest Services experience preferred providing guests with an exceptional level of customer service in a fast-paced professional, medical, retail, or hospitality environment. Other types of work experience will be considered as meeting these experience requirements, as long as they are closely related to the essential functions of the position.

STANDARDS OF BEHAVIOR
Meets the Standards of Behavior as outlined in Personnel Policy and Procedure #1, Employee Relations Code.

CONFIDENTIALITY/HIPAA/CORPORATE COMPLIANCE
Demonstrates knowledge of procedures for protecting and maintaining security, confidentiality and integrity of employee, patient, family, organizational and other medical information. Understands and supports the commitment of Methodist Hospitals in adhering to federal, state and local laws, rules and regulations governing ethical business practices for healthcare providers.

DISCLAIMER - The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.