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Under the general supervision, and following established policies, procedures, and professional guidelines, is responsible to the Manager of Patient Relations and Guest Services for providing "world class" service to all patients, visitors, physicians and team members by creating an exceptional experience, beginning with their first impression. Inclusive of welcoming guests to Tampa General Hospital and safely screening guests and providing directions to the appropriate location. This service includes interactions in a timely and professional manner with all. Demonstrates a "can do" attitude. When working in surgical waiting areas, proactively rounds on patients utilizing HURON rounding tool and provides immediate response when requested by department leadership to visit patients who are escalating and need quick de-escalation in house during non-Patient Relations hours. Represents the hospital to create an exceptional experience by putting the customer first. Exhibits flexibility in job responsibilities and hours of work. Must be able to oversee and engage members of the volunteer team assigned to Guest Services. Performs Job duties as assigned in accordance with mission, vision and values of Tampa General Hospital.

Essential Functions:

• Demonstrates knowledge of exceptional customer service and exhibits expected behaviors exemplifying the TGH Values [Integrity, Compassion, Accountability, Excellence, and Courage] during all interactions with patients/guests, members of the care team, and all other external entities.
• Demonstrates clear communication skills to connect effectively with patients/guests, members of the care team, and all other 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 the surgical/procedural waiting areas GSA's must be able to complete hourly rounds on waiting patients/guests to assess needs and provide service to ensure that they are not waiting for extended periods without information or updates.
• Navigates our patients/guests through TGH, including identification, providing resources for directions, and assisting with understanding TGH processes and operational standards of practice at main entry and in all surgical and procedural locations.
• Interacts with patient/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.

Qualifications

• Highschool Diploma or GED.
• Two years of forward-facing customer experience.

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.