Specialist-Guest Experience

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Spartanburg Regional Medical Center
Published
December 10, 2021
Location
Spartanburg, South Carolina
Job Type

Description

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The Centers for Medicare and Medicaid Services (CMS), a federal agency, is requiring COVID-19 vaccination of staff at health care facilities that participate in the Medicare and Medicaid programs. All associates are required to provide proof of the COVID-19 vaccination. Exemptions may be accepted as an accommodation under the Americans with Disabilities Act (ADA), or religious beliefs, observances, or practices established under Title VII of the Civil Rights Act of 1964.
If you are offered and accept a position with SRHS, you will be required to provide proof of vaccination or will be given the opportunity to request a medical or religious exemption for consideration.
 

Specialist-Guest Experience

  • Greer, SC
  • Pelham Medical Center
  • Guest Services
  • Per Diem - Days (weekends as needed)
  • Administrative/Clerical
  • Job Grade 010
  • Req #: 41501

Summary

Position Summary

 

The Guest Experience Specialist (GES) is responsible for assisting patients and visitors primarily within the reception and waiting areas.   The GES provides patients & visitors with competent, courteous and efficient service.  He/She is responsible for greeting guests as they arrive in the lobby or waiting area and for providing all of their information needs or accessing the appropriate person(s) to meet their needs.  The Guest Experience Specialist assists with escorting guests to specific locations, parking needs, and transportation needs.  The GES assigned to a waiting area will work closely with Patient Representatives and/or patient care staff to ensure that patient/family/visitor needs are met.  He/She will assist with explaining guidelines for visitation and provide an overview of what can be expected during their stay by way of services.  The Guest Experience Specialist will also assist out-of-town guests with hotel information and services within the community.  The GES will work closely with physicians, nursing staff, law enforcement, EMS, and leadership of the areas aligned with the waiting areas. The GES will maintain telephone and radio communication with Emergency Services. He/She will maintain a clean and tidy environment that is conducive to rest and waiting.  The GES

will act as a liaison between physicians and families to provide timely and accurate updates/information.  The GES will utilize conflict resolution skills to de-escalate upset patients/visitors.  He/She will provide comfort to family members of dying or deceased patients and will call chaplaincy as needed.  Guest Experience Specialists coordinate interpretive services for customers with limited English proficiency or other communication deficits. The GES is responsible for elevating serious complaints or concerns (that require additional resources) to the Patient Representative (or Manager when necessary) assigned to their area.  Associates are encouraged to support Spartanburg Regional Healthcare System’s involvement in the communities we serve.

 

Minimum Requirements

Education

  • HS Diploma or GED

 

Experience

  • 1 year customer service and complaint management experience
  • Moderate skills in Microsoft office suite and ability to learn new computer skills
  • Excellent verbal & written communication skills

 

License/Registration/Certifications        

  • N/A

 

 

 

 

 

 

 

Preferred Requirements

 

Preferred Education

  • BA or BS Degree

 

Preferred Experience

  • 4+ years healthcare experience
  • 4+ years customer service and complaint management experience
  • Familiar with medical terminology

 

Preferred License/Registration/Certifications    

  • N/A

 

Core Job Responsibilities

  • Greets patients, family members, and visitors at the front desk
  • Collection of valuables
  • ERQ patients at the front desk
  • Receive radio communication from EMS and enter information into EMR
  • Rounding on patients in the department
  • Order meals for patients and stock nourishment
  • Assist with transportation for discharged patients
  • Direct patients and families to Chaplaincy as needed
  • Coordinate interpretative services for customer with limited English proficiency
  • Direct family members of guests to community services
  • Escalate complaints to Patient Representative for area

Additional Information

As a part of Spartanburg Regional Healthcare System, Pelham Medical Center consists of 48 inpatient rooms and is continuously expanding services to meet the needs of patients. Conveniently located at Westmoreland Road and Highway 14 in Greer, the state-of-the-art facility is a national award winner for its design. The hospital design focuses on both comfort and convenience for patients and visitors. This focus carries over into each patient room with several room features designed to maximize functional efficiency and effectiveness for the patient care team without disturbing the patient.

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