Patient Guest Services Assistant

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives - beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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Join our team at Cleveland Clinic Indian River Hospital and experience world-class healthcare at its best.Located insunny Florida’s Treasure Coast, Indian River Hospital iscommitted to providingoptimalfamily- and community-focused care.Here, you will be part of a collaborative,compassionateand innovative team of caregivers. You will work withstate-of-the-arttechnologywhile buildinga rewarding career with one of the most respected healthcare organizations in the world.

As aPatient Guest Services Assistant (Redcoat), you willserve asahighly visible resourcefor patients, familymembersand visitors, helpingcreatea warm,comfortableand informed experience.In this role, you will have endless opportunities to connect witheveryone you meet, offer unmatched customer service,exhibitempathyand leavea lasting impressiononthecommunity as a whole.

Acaregiver in this position worksdaysfrom10:30AM - 7:00PM.

A caregiver who excels in this role will:

• Meet,greetandassistpatients,guestsand colleagues by providing directions, obtainingwheelchairsand providing non-medical transport.

• Be a highlyvisible, enthusiastic person who ensures that patients, familymembersand visitors have peace of mind byutilizingthe “Communicate with H.E.A.R.T.” models, setting expectations and always delivering empathetic care.

• Facilitate communication among patients, families,caregiversand providers when needed.

• Provide service recovery as needed andassistwith resolving patient and family concerns using the “Respond with H.E.A.R.T.” model at the point of service.

• Elevate unresolved concerns to leadership for the department/unit where the concern originated.

• Actively round in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room.

• Remainstationaryatthe frontentrance to welcome patients and visitors as needed.

• Talk with patients about something other than why the patient is herebyaskingabout their experienceandif theyhave any otherneeds.

• Access patient information to confirm appointment times, appointment locations and room numbers as needed.

• Provide limited concierge services toassistpatients and guests with hospital services and community amenities at designated locations.

• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.

• Observeprograms andcoachas needed.

• Respond to medical alerts toassistwithpatients/visitors, families and obtainappropriate equipmentif needed.

Minimum qualifications for the ideal future caregiver include:

• HighSchoolDiploma or GED

• Excellentverbalcommunication skills

• Ability to exercise judgment to accurately triage inquiries

• Basic computer skills (Epic, Outlook, etc.)

Physical Requirements:

• Manual dexterity to operate office equipment.
• Requires frequent data entry, standing, walking, and sitting.
• Normal or corrected vision, hearing, speech.
• Excellent hand/eye coordination.
• Lift up to 25 pounds.
• Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

Personal Protective Equipment:

• Follows Standard precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.