Guest Experience Associate - Downtown Naples Hospital

ABOUT NCH

NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.

NCH is transforming into an Advanced Community Healthcare System(TM) and we're proud to : Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.

Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.

JOB SUMMARY

Guest Experience Associate is a highly visibly position that provides outstanding service to all guests (patients, caregivers, staff, volunteers, vendors) that require a higher level of accommodative care. The guest experience is a critical component to building positive, long-term relationships with grateful guests who are a strategic asset to the healthcare system. Grateful guests play a key role in contributing to positive word-of-mouth, communication, and patient referrals, as well as philanthropic prospects. Together, with input from internal and external partners, the team will strive to continuously improve the guest experience through innovative thinking and best practices. In this highly visible role, which is located inside the hospital & Emergency Department lobbies and the Naples Business Center, the Guest Experience Associate will network to expand the NCH brand and develop superior client relationships. The Guest Experience Associate will be responsible for managing a comprehensive guest experience from initial point of contact through formal hand off. This position works independently; however, has strong relationships with Public Safety, Patient Relations, Nursing leadership, Spiritual Care, Environmental Services, Food Service, IT, Bed Board, and other resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned.

• Establishes excellent working relationships with Philanthropy (specifically Medical Diplomat team), Administration, Public Safety, Patient Relations, Nursing Directors and / or Charge Nurses, Billing, Medical Records, Admitting, Bed Board, Transportation, Spiritual Care.
• Although primarily works independently, is able to make sound decisions to accommodate the guest's needs.
• Has a strong comprehension of the patient grievance protocol, has a calm disposition, and is able to follow grievance procedures in a timely manner.
• Recognize potential donors and know when to involve Philanthropy or Medical Diplomat team members providing all facts to-date to the Philanthropy representative.
• Serve the needs of patients and caregivers, identifying potential ways to enhance the experience of patients. This may involve collaborating with the Concierge team members.
• Facilitating, anticipating, and coordinating patient referrals, travel accommodations. This may involve collaborating with the Concierge team members.
• Recommends local restaurants, attractions, and shopping experiences to guests.
• In alignment with the NCH No Violence Policy, the Guest Experience Associate is the first impression area for all guests and the Guest Experience Associate is the first service line to ensure that NCH is meeting the safety of our patients, guests, staff, vendors, and volunteers. Guest Experience Associates facilitate background checks on every guest, every day to ensure hospital safety from the terrorist watch list to sexual predator list.
• Monitor visitor controls and complies with the service-related visitation policy during non-visitation hours. This includes opt-out, Marchman, Baker, Suicide, and Prisoner patients; Guest Experience Associates are responsible for inspecting this information, declining visitation, and communicating to guests that no visitors are allowed without violating HIPAA.
• In accordance with the Lost and Found policy, the Guest Experience Associate shall collect items from all nursing units that fall under said policy. The Guest Experience Associate is solely responsible for providing Public Safety items of high dollar value; Public Safety will be addressed in the manner outlined in Policy. The Guest Experience Associate will appropriately identify all other valuable, log, contact owner (if known), send out certified letter (if address known), store items in Lost & Found storage, and coordinate pickup of valuables with owner. The Guest Experience Associate will follow the Lost & Found Policy.
• Coordinate Spiritual Care for patients and / or caregivers, as needed.
• Provide transportation assistance to customers to facilitate mobility within our facility. May include transport via wheelchair.
• Sanitize wheelchairs and public, high-contact areas wearing appropriate PPE. Verifies that wheelchairs meet safety regulations; submits those in need of repair.
• Greet customers and provide appropriate verbal assistance, guidance and way finding. Serve as a reference source regarding visiting hours, directions, package delivery, general admitting and hospital policies & general information.
• Be well versed in online translation system; this is a daily communication tool for Guest Experience Associates.
• Follow the mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the customer.
• Provides support to management and departments to provide seamless service.
• Responds to customer service needs of patients and visitors.
• Communicates both effectively verbally and in writing.
• Communicates regularly with the Guest Relations team to continually provide consistent and improved practices for improved customer experiences.
• Concierge will role model all appropriate actions and behaviors to the volunteer concierge assistants, including teens, reporting any opportunities to the Supervisor / Manager.
• Demonstrates a high level of professionalism in personal and professional relationships that enhances Service Excellence at the NCH Healthcare System; strives to increase patient satisfaction.
• Ensure appearance and personal conduct are always professional.
• Perform all responsibilities as assigned and use sound judgment in completing tasks.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Minimum of High School or GED required.
• Minimum of 1 year of experience in a similar role.
• Comfortable working with leadership and high-profile positions
• Excellent time management and organizational skills.
• Exceptional interpersonal and communication skills.
• Able to monitor and assess concurrent situations and visitors.
• Physical ability to stand, walk, and / or sit for extended periods of time and to transport patients via wheelchair.
• Need to be familiar with hospital terminology or willing to learn.
• Intermediate computer knowledge : Uses Microsoft Word, Outlook, and Windows. Need to be familiar with Epic, Green Security, Computer Camera or willing to learn.
• Able to use multiple database programs at one time.
• Able to work independently to resolve moderate to complex matters, and work as a team with internal and external departments.