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Guest Services Representative - Guest Services

Company: Sanford Health
Location: Fargo
Posted on: May 17, 2019

Job Description:

Education - High School Diploma or GED Skills - Epic - Customer Service **Job Title: ** Guest Services Representative - Guest Services - Fargo **City: ** Fargo **State: ** North Dakota **Department** **: ** Guest Services **Job Schedule: ** Full Time **Shift: ** Days **Hours Per Shift: ** 8 hr **JOB SUMMARY** Greets and assists patients, families and visitors in a courteous manner. Possesses outstanding front line customer service and creates a positive first and last impression to patients, families and visitors. Provides information and assistance to patients, families, and visitors in accordance with guest services programs and initiatives. Assists with problem resolution and serves as a liaison to Sanford resources and associates. Displays extraordinary professionalism and tact during stressful and busy times, displaying ability to problem solve. Responds to patients with empathy using positive interpersonal and effective communication skills. Responds to unexpected customer requests with a sense of urgency and positive action. Directs patients, family members, visitors and guests to patient hospital departments, clinics and other Sanford locations. Monitors traffic in patient drop off areas. Provides city information to patients and visitors about available lodging and area business. Develops a clear, complete understanding of needs and problems through careful listening, probing, reflecting and summarizing. Recognizes and responds to sensitive situations and issues with discretion and confidentiality. Identifies systems improvement needs and advocates a plan for improvement. Collaborates with other Sanford associates and Guest Service staff to make Sanford patient and family experiences as positive and stress free as possible. Proactively assesses family needs and assures they are aware of amenities available such as, pagers, lockers and computer areas. Manages family rooms and public waiting areas. May complete family room rounds on a daily basis. Demonstrates computer based customer support skill, logging into the Sanford Electronic Privacy Information Center (EPIC) to pull patient information. Identifies the primary means of communication and their appropriateness for different occasions. **POSITION RESPONSIBILITIES** Asks questions to validate the understanding of the subject matter. Describes opportunities for taking initiative in the organization. Describes problem reporting and escalation practices. Describes the organizational culture for interacting with others. Evaluates alternative approaches to resolving a customer problem. Explains how managing customer perceptions and expectations enhances customer service. Explains own role and responsibility within team. Focuses activities on developing and maintaining positive customer relationships. Follows administration requirements, procedures and utilities. Identifies key aspects of problem-solving techniques used in own area. Responds to unexpected customer requests with a sense of urgency and positive action. Supports the leader's mission, vision, initiatives and priorities consistently. Works with a specific computer-based communications (CBC) application. **DEPARTMENT DETAILS** Employee will staff our surgical family room. Offering support to family and patients during the procedures. Work is typically Monday-Friday 7:00 am -3:30 pm with 1-2 holidays per year. **QUALIFICATIONS** High school diploma or equivalent required. Experience in customer service preferred. **About Sanford Health: ** At Sanford Health, we are dedicated to the work of health and healing. Every day, we show that commitment by delivering the highest quality of care to the communities we serve. We are leaders in health care and strive to provide patients across the region with convenient access to expert medical care, leading-edge technologies and world-class facilities. In ition to strong clinical care, we are also committed to research, education and community growth. We engage in medical research to not only discover innovative ways to provide care, but also cures for common diseases. We continuously seek new ways to achieve our vision of improving the human condition here in your community, across the region and around the world. The entire team at Sanford Health recognizes the value of healthy families and communities. We continue to gain momentum and expand our reach. Together, we can make a positive difference now, and in the future. Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-************ or send an email to ************************ . **City: ** Fargo **State: ** North Dakota **Job Function: ** Customer Support Services **Job Schedule: ** Full Time **Shift: ** Days **Req Number: ** req34721

Keywords: Sanford Health, Fargo , Guest Services Representative - Guest Services, Hospitality & Tourism , Fargo, North Dakota

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