Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee assistance program
Shift Differentials
Job Description
St. Joseph's/Candler Health System is a respected healthcare organization focused on delivering compassionate and comprehensive medical services to the community it serves. Renowned for its commitment to excellence and patient-centered care, this system encompasses multiple hospital campuses and specialty clinics that emphasize innovative healthcare solutions and improved patient outcomes. St. Joseph's/Candler strives to create a supportive environment for both patients and staff, promoting collaboration, safety, and professionalism across its operations. With a strong foundation in community service and medical expertise, the health system stands as a pillar of health and wellness within its region.
The role of Guest Services Representative (GSR) within St. Joseph's/Candler is crucial to sustaining its reputation for excellent patient and visitor experience. This full-time position, based in the Communication Services department, requires availability for rotating shifts, including nights, weekends, and holidays. The GSR serves as the primary customer service liaison and is considered the first point of contact for patients, families, and coworkers. This professional sets the tone for a welcoming and reassuring environment through a positive and approachable demeanor. Key responsibilities include assisting individuals with directions, facilitating communication between patients and appropriate parties, and addressing general inquiries. As a vital safety monitor, the GSR oversees all building emergencies such as fires, codes, safety alerts, and security calls. Acting as first responders, they initiate the proper departmental responses to emergencies, playing an important role in maintaining hospital safety protocols.
In addition to emergency coordination, Guest Services Representatives manage overhead paging and daily announcements, including paging communications for doctors and clinical staff. They work closely with team leads and other hospital departments to ensure smooth operational flow and timely information dissemination. The role demands excellent communication skills, patience, and the capacity to remain calm and decisive in high-pressure situations. Candidates are expected to be familiar with hospital information systems and adherence to HIPAA regulations to protect patient confidentiality. This position suits individuals motivated by service excellence, critical thinking, and teamwork in a dynamic healthcare setting. Overall, the Guest Services Representative position is integral to supporting the patient journey, enhancing visitor satisfaction, and upholding the health system's commitment to outstanding care and safety standards.
The role of Guest Services Representative (GSR) within St. Joseph's/Candler is crucial to sustaining its reputation for excellent patient and visitor experience. This full-time position, based in the Communication Services department, requires availability for rotating shifts, including nights, weekends, and holidays. The GSR serves as the primary customer service liaison and is considered the first point of contact for patients, families, and coworkers. This professional sets the tone for a welcoming and reassuring environment through a positive and approachable demeanor. Key responsibilities include assisting individuals with directions, facilitating communication between patients and appropriate parties, and addressing general inquiries. As a vital safety monitor, the GSR oversees all building emergencies such as fires, codes, safety alerts, and security calls. Acting as first responders, they initiate the proper departmental responses to emergencies, playing an important role in maintaining hospital safety protocols.
In addition to emergency coordination, Guest Services Representatives manage overhead paging and daily announcements, including paging communications for doctors and clinical staff. They work closely with team leads and other hospital departments to ensure smooth operational flow and timely information dissemination. The role demands excellent communication skills, patience, and the capacity to remain calm and decisive in high-pressure situations. Candidates are expected to be familiar with hospital information systems and adherence to HIPAA regulations to protect patient confidentiality. This position suits individuals motivated by service excellence, critical thinking, and teamwork in a dynamic healthcare setting. Overall, the Guest Services Representative position is integral to supporting the patient journey, enhancing visitor satisfaction, and upholding the health system's commitment to outstanding care and safety standards.
Job Requirements
- Availability to work rotating shifts to include nights, weekends, and holidays
- 1 year switchboard operator, call center, or helpdesk experience required
- high school diploma preferred
- associates degree in communication preferred
- ability to act decisively and remain calm under pressure
- strong communication and interpersonal skills
Job Qualifications
- Associates degree in communication preferred
- high school diploma preferred
- 1 year switchboard operator, call center, or helpdesk experience required
Job Duties
- Monitor all clinical nursing codes and alert staff as necessary
- receives and routes calls, determines intent of caller and makes the appropriate connection
- ensures calls are consistently answered promptly, phone courtesy protocol is followed and paging is performed according to hospital procedures
- monitor all plant operations fire and emergency alarms for all campuses and notify security when alarmed
- demonstrates skill in dealing diplomatically with physicians, management, clinical staff, patients and the public under stressful conditions
- acts decisively and immediately while remaining calm and alert in crucial situations
- utilizes good judgment in answering questions of callers according to established policies
- ensures patients and visitors are directed to correct locations and assistance is obtained if necessary
- utilizes information obtained from the hospital information system
- protects patient confidentiality by adhering to HIPAA guidelines
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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