Guest Services Representative - Patient Relations_QMCP (Call-In, Shift Varies)

The Queen's Medical Center - Manamana, part of The Queen's Health System (QHS), is a premier healthcare institution renowned for its commitment to delivering exceptional quality health care services. Rooted in a rich legacy inspired by Queen Emma and King Kamehameha IV, the center is dedicated to improving the well-being of Native Hawaiians and all residents of Hawai'i. The Queen's Medical Center is widely recognized for its compassionate, patient-centered approach, integrating the core CARE values of Compassion, Aloha, Respect, and Excellence into every aspect of its operations. These values are not only foundational to the institution’s mission but are also integral in fostering an environment of dignity, respect, and superior service for every patient and visitor.

The Guest Services Representative (GSR) at The Queen's Medical Center embodies these CARE values and represents the organization's brand image as a key point of contact for patients and visitors. This is a vital role within the hospital, responsible for ensuring a warm, welcoming environment while maintaining the highest standards of service excellence and safety. The GSR works collaboratively with various hospital departments including Volunteers, Lobby Staff, Environmental Services, and Security to enhance the patient and visitor experience. Through the application of AIDET methodologies — a communication framework used widely in healthcare to acknowledge, introduce, explain, and thank — the GSR effectively manages interactions, ensuring clear communication and patient satisfaction.

In this role, the GSR handles multiple responsibilities, such as providing general information, assisting with wayfinding, escorting visitors or patients, and handling any complaints, problems, or special needs in a professional and empathetic manner. The position requires strong interpersonal skills and a service-oriented mindset to handle diverse scenarios gracefully. Physically, the role demands the ability to engage in activities like standing, walking, lifting up to 25 pounds, pushing or pulling patients in wheelchairs, as well as other movements needed to navigate the hospital environment safely and efficiently. The work environment is generally free from adverse conditions, focusing primarily on delivering optimal service in the lobby and patient waiting areas.

As a Guest Services Representative, one not only contributes to the hospital's welcoming atmosphere but also plays an essential part in advancing the mission of The Queen's Health System to provide lasting quality healthcare services. Employment specifics such as salary details and employment type are typically aligned with healthcare standards and are subject to the policies of The Queen's Medical Center. This role is ideal for candidates passionate about healthcare service excellence, particularly those who thrive in dynamic, customer-facing environments and who value the deep cultural commitments embedded within the institution's legacy. Overall, the GSR acts as a critical ambassador, facilitating positive first and last impressions for every person who walks through the hospital’s doors, reflecting the excellence and compassion that The Queen's Medical Center stands for.