Guest Service Representative in Fort Wayne, Indiana at Parkview Health

Position Summary

As a Guest Service Representative, you will be one of the first points of contact for patients, families, and visitors entering the hospital. You will provide a warm, professional welcome while helping patients and guests navigate the hospital and connect with the appropriate services. This role is ideal for someone who enjoys helping others, providing exceptional customer service, and remaining calm and compassionate in a fast-paced healthcare environment.

What You'll Do

• Professionally greet and welcome all patients, families, and visitors entering through the main lobby.
• Assess the needs of patients and visitors and direct them to registration or the appropriate point of service.
• Provide accurate information regarding hospital departments, services, and locations.
• Assist with managing and prioritizing patient flow within Patient Access Services.
• Answer questions from patients, visitors, and the public in a professional and courteous manner.
• Answer incoming telephone calls using proper telephone etiquette, including identifying the department and yourself.
• Operate computer systems, general office equipment, and other technology required to support daily responsibilities.
• Communicate with other departments regarding circumstances that may affect their operations.
• Provide surgical hostess support during absences, including notifying families, handling patient and family phone calls, and notifying families of physician contact.
• Maintain patient confidentiality, including following procedures for patients who wish to remain anonymous.
• Promote a welcoming, calming, and supportive environment for patients and visitors.
• Identify and communicate quality and safety concerns and opportunities for process improvement.
• Follow all system, hospital, and department safety requirements, including Universal Precautions when applicable.
• Provide compassionate, respectful, and professional service to patients, families, visitors, and coworkers.

What We're Looking For

Education

• High school diploma or equivalent (GED) required.

Experience

• A minimum of two years of customer service experience is preferred.
• Working knowledge of general computer skills and applications is required.

Preferred Qualifications

• Knowledge of medical terminology is preferred.
• Strong communication and interpersonal skills.
• Ability to remain professional, compassionate, and composed in a busy healthcare environment.
• Ability to quickly learn hospital departments, services, and procedures.
• Strong attention to detail and ability to accurately direct patients and visitors.

Why This Role Matters

Guest Service Representatives play an important role in creating a positive experience for everyone who enters our hospital. Your ability to provide a warm welcome, helpful guidance, and compassionate service can make a meaningful difference during what may be a stressful or unfamiliar experience for patients and their families.

If you are someone who enjoys helping people, thrives in a customer-focused environment, and takes pride in providing exceptional service, we invite you to apply.