Guest Services Host

St. Charles Healthcare Community is a leading healthcare provider serving the Bend and Redmond, Oregon areas. The establishment is well-regarded for its commitment to creating America's healthiest community through compassion, quality care, and teamwork. As part of the St. Charles Health System, it adheres to a clear vision of fostering healthier lives and providing exceptional patient experiences. Established as a vital healthcare institution, the organization encompasses multiple specialized facilities including emergency departments, heart and lung centers, and associated hospital areas. St. Charles Healthcare Community operates under the guiding mission of delivering better health, better care, and better value to its patients and their families, supported by core values of accountability, caring, and teamwork.

The role on offer is that of a Guest Services Host, a relief position with variable shifts, scheduled as needed including weekends and holidays. This position is hourly paid, with typical pay ranging between $20.51 and $26.25 per hour. The Guest Services Host is integral to the Guest Services Department, reporting directly to the Guest and Volunteer Services Manager. This role centers around enhancing patient and guest experiences by offering a warm and proactive welcome to all visitors within St. Charles facilities, including the Emergency Department, Heart and Lung Center, main hospital entrances, and adjacent buildings such as The Center beside the Bend hospital. As a front-facing role in these healthcare settings, the Guest Services Host plays a critical part in maintaining a supportive, informative, and compassionate environment.

This position requires the individual to be highly knowledgeable about the hospital campus, operational procedures, and services offered across the health system. The Guest Services Host uses Electronic Medical Records (EMR) systems responsibly, strictly following HIPAA protocols to access patient information securely when assisting guests. Active responsibilities include escorting patients and their families to various locations inside the hospital, assisting with wayfinding, and often physically helping patients by pushing wheelchairs, sometimes accommodating heavier loads. Additionally, they operate the St. Charles shuttle service, facilitating transportation needs within the community.

The role demands strong interpersonal skills with a focus on de-escalation techniques for handling intense or challenging visitor interactions. Candidates are trained to discern appropriate responses and know when to escalate issues to supervisors or appropriate personnel. The position emphasizes providing personalized service, answering questions proactively, offering written materials such as brochures and maps, and ensuring guests' special needs are met with dignity and respect. This includes arranging additional assistance and ensuring wheelchairs and other support equipment are well-maintained and readily available.

Candidates for this role must possess at least one year of direct customer service experience, with preference given to those with hospitality background or coursework in behavioral sciences. While certification such as CPR and AED is preferred, it is not mandatory. Physical requirements for this role are notable; the individual will spend a majority of their time standing and walking, regularly lifting or pushing weights between 1 to 50 pounds, and may occasionally operate motor vehicles. The work environment may expose the employee to varying environmental factors such as heat, cold, wet surfaces, and occasional exposure to blood-borne pathogens, thus appropriate personal protective equipment must be worn as required for safety.

In sum, the Guest Services Host position at St. Charles Healthcare Community offers a rewarding opportunity to contribute to a compassionate healthcare atmosphere while supporting guests and patients during their visits. This role uniquely blends customer service with practical healthcare support tasks, providing meaningful assistance and creating a welcoming environment that fosters the community-focused mission and vision of the organization.