Employment Type:

Shift:

Description:

This position fills in for shifts as needed or when scheduled; flexibility in scheduling, punctuality and the ability to pick up shifts with short-notice

required (to include working varied shifts not excluding days, evening/nights, weekends and Holiday rotations in the PBX and/or Guest Relations departments).

• High level of interpersonal skills via utilization of emotional intelligence for effective communication with patients, customers, staff, and prospective clients of the organization.
• Receive and handle all incoming phone calls, providing accurate information to callers in line with HIPAA compliance; as well as relaying messages and transferring callers to appropriate personnel, patients, and/or visitors.
• Ability to multi-task responding to multiple phone lines and greeting visitors entering the organization; as well as escorting new visitors guiding to various destinations in organization.
• Handling of individuals presenting with complaints in a professional and courteous manner by navigating those customers through the appropriate channels to address their concerns, including but not limited to offering Guest Relations Management contact information, utilizing the chain of command to address situations of more urgent necessity, etc.
• Computer and IT Savvy with easy adaptability to changes in software and/or functions of various operating systems
• Maintaining Main Lobby conditions to assure aesthetics are in line with organization expectations
• Utilization of PBX Attendant's Console with expectations of keeping system updated
• Ability to oversee multiple alarm systems and employing protocols of alerting the organization to various codes that may occur.
• Utilization of overhead paging system in accordance with noise reduction initiatives.
• Effective communication with management keeping key personnel informed of pertinent information.
• Personal hygiene and appearance maintained to reflect the expectations of Guest Relations associates interacting with various customers of the organization, inclusive of uniform requirements.
• Participate in all mandatory education and competencies; as well as meetings or events where Guest Relations and PBX Associates' attendance is required.
• Innovative mindset utilizing creative methods of addressing initiatives of cost containment procedures that benefit the organization’s People-Centered 2020 strategic focus of effective stewardship.
• Performs other duties as requested by management within job scope.

• Minimum Qualifications:
  • High School Diploma or Equivalent is required
  • Minimum of 1 year of Customer Service experience in a Hospital and/or Hospitality setting is strongly preferred.
  • Previous PBX experience preferred
  • Experience with Microsoft Office including Word, Excel, and Outlook

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.