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Beaumont Health System Guest Relations Associate in Dearborn, Michigan

GENERAL SUMMARY:\ This role functions as an ambassador of Beaumont. This position greets, directs and responds factually to direct and telephone inquiries from patients, their families, visitors, vendors and others upon entering the facility. Utilizes appropriate hospital information system for inquiry purposes. Directs, escorts or provides wheelchair transport assistance to visitors, patients, vendors and others to designated areas. Arranges and assists with external transportation services for patients. Collaborates and assists volunteer staff in the reception areas. Delivers or arranges delivery of flowers and gifts to patients and hospital departments. Monitors and maintains the general appearance of the reception desk and main hospital. Contacts appropriate departments for cleaning and/or repairs as needed. Assures the availability of wheelchairs to address the needs of incoming patients and families.\ ESSENTIAL DUTIES:\ 1. Greets visitors, vendors and/or staff promptly and courteously upon arrival. Makes inquiry to determine their needs, confirms appointments, answers inquiries factually and directs or escorts to the proper person or area.\ 2. Contacts and/or collaborates with Security staff regarding suspicious visitor / patient behavior and difficult families. Alerts appropriate hospital and security staff in the event of the development of an emergency or a potentially dangerous situation with patients and families.\ 3. Provides direction, escorts or provides wheelchair transport for patients to designated patient care areas as needed.\ 4. Responds to telephone inquiries, provides factual information, relays information or transfers calls as appropriate.\ 5. Delivers or arranges for pickup of gifts and flowers to patient rooms or hospital departments.\ 6. Collaborates with patient reception/registration and security staff to ensure the efficient flow of visitors and patients.\ 7. Arranges or assists with external transportation services for patients as needed.\ 8. Maintains the general appearance of the lobby areas. Contacts and reports any liquid spills to environmental or maintenance departments for repairs or cleaning as necessary. Cordon off the spill area to warn and ensure the safety of patient, visitors and staff from slip and falls.\ 9. Regularly provides direction and guidance to volunteer staff with courtesy and tact. Provides orientation and training to new volunteer staff as requested.\ STANDARD QUALIFICATIONS\ To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.\ A. Education / Training:\ * Requires a High school diploma or GED.\ B. Work Experience:\ * Requires a minimum of 1 year in a direct customer service/reception role. Experience in a hospital setting is preferred. Guest relations, hospitality, or concierge experience is highly desired.\ C. Certification, Licensure, Registration:\ * None\ D. Other Qualifications:\ * Ability to learn and maintain familiarity with hospital department locations, access routes and admitting requirements.\ * Familiarity with PC keyboarding and general operations. Desired proficiency with Microsoft Office programs e.g. word, excel, etc.\ * Requires effective verbal and written communication and interpersonal skills in frequent interaction with all levels of staff, patients, families, visitors, external agencies and vendors.\ * Requires the interpersonal skills and competency to interact effectively with patience, empathy, tact, and understanding in dealing with visitors and their families in high stress situations.\ * Requires the ability to effectively work in a collaborative team environment.\ * Must posse