Lead Guest Services Representative

Job Description Summary

The Lead Guest Services Representative reports to the Manager of Guest Services. Under general supervision, the Lead Guest Services Representative covers inpatient and outpatient House Concierge units and information services areas. In addition, this role provides a high level of customer services while offering support and quality services to meet the needs of the patients, patient family members, visitors, guest and nursing/clinical team members. In order to achieve optimal satisfaction for all customers, this position ensures patient comfort and facilitates hotel accommodations, access to Chaplin and community social services for patients, family members and visitors. The Guest Services Representative also functions as the liaison between the patients, family members, visitors, guests and the clinical team members within the department.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC000451 CHS - Guest Services

Pay Rate Type

Hourly

Pay Grade

Health-20

Scheduled Weekly Hours

40

Work Shift

Job Description

Effectively assists patients in multiple areas by covering inpatient and outpatient Concierge units and information services areas.

Professionally greets visitors and patients upon arrival. Ascertains patients’ and or visitors’ needs and directs them accordingly.

Meets key performance metrics for area and demonstrates compliance with policies/processes.

Demonstrates a commitment to problem resolution by embracing a creative approach and focusing on efficient and effective solutions to promote the desired outcomes.

Performs other duties as assigned.

Additional Job Description

Function as the team lead, assisting the Manager with the internal processes with the team include facilitating training and providing guidance in regards to Guest Services Operations in multiple locations .

• Cross covers all locations consistently to ensure standards of operations are sustained in all areas.
• Serve as the subject matter expert.
• Serves as a liaison regarding customer service concerns
• Assist with coverage schedules.
• Mentor new employees and assist with the training and orientation process.
• Assist with facilitating meetings to include staff development initiatives.
• In conjunction with Manager and staff, identify and implement solutions to improve quality, moral and patient flow.
•  Ensure staff consistently utilizes AIDET and comply with the Standards of Behavior.

Models supports and implements customer services initiatives

Physical Requirements:

 1) (C) Continuous – 6-8 hours per shift; 2) (F) Frequent – 2-6 hours per shift; 3) (I) Infrequent – 0-2 hours

per shift Ability to perform job functions while standing. (C). Ability to perform job functions while sitting. (C)

Ability to perform job functions while walking. (Continuous) Ability to climb stairs. (I) Ability to work indoors.

(C) Ability to work outside in temperature extremes. (I) Ability to work from elevated areas. (F) Ability to

work in confined/cramped spaces. (F) Ability to perform job functions from kneeling positions. (I) Ability to

bend at the waist. (C) Ability to twist at the waist. (F) Ability to squat and perform job functions. (F) Ability to

perform “pinching” operations. (F) Ability to perform gross motor activities with fingers and hands. (C) Ability

to perform firm grasping with fingers and hands. (C) Ability to perform fine manipulation with fingers and

hands. (C) Ability to reach overhead. (F) Ability to perform repetitive motions with hands/wrists/elbows and

shoulders. (C) Ability to fully use both legs. (C) Ability to use lower extremities for balance and coordination.

(F) Ability to reach in all directions. (C) Ability to lift and carry 50 lbs. unassisted. (I) Ability to lift/lower

objects 50 lbs. from/to floor from/to 36 inches unassisted. (I) Ability to lift from 36” to overhead 25 lbs. (I)

Ability to exert up to 50 lbs. of force. (F) Examples include: To transfer a 100 lb. patient that can not assist

in the transfer requires 50 lbs. of force. For every 100 additional pounds, assistance will be required from

another healthcare worker. 20 lbs. of force is needed to push a 400 lb. patient in a wheelchair on carpet. 25

lbs. of force is required to push a stretcher with a patient with one hand. Ability to maintain vision 20/40

corrected. (C) Ability to see and recognize objects close at hand or at a distance. (C) Ability to match or

discriminate between colors. (C) Ability to determine distance/relationship between objects; depth

perception. (C) Good peripheral vision capabilities. (C) Ability to maintain hearing acuity, with correction. (C)

Ability to perform gross motor functions with frequent fine motor movements. (C) Ability to deal effectively

with stressful situations. (C) Ability to work rotating shifts. (F) Ability to work overtime as required. (F) Ability

to work in a latex safe environment. (C) *Ability to maintain tactile sensory functions. (C) *(Selected

Positions) *Ability to maintain good olfactory sensory function. (C) *(Selected Positions) *Ability to be

qualified physically for respirator use, initially and as required. (C) (Selected Positions)*

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees