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.

                                    

Job Title

Red Coat Patient Guest Services Assistant II

                        

Location

Cleveland

                    

Facility

Cleveland Clinic Main Campus

                     

Department

PSS Customer Service-Operations

                      

Job Code

B99989

                     

Shift

Day/Evening/Night/Weekend

                       

Schedule

11:30am-8:00pm

                       

Job Summary

                         

Job Details

Responsibilities:

• Meets, greets and assists patients, guests and fellow caregivers with way finding, obtaining wheelchairs and providing door to destination transport. 

• Accesses patient information to confirm appointment times, appointment locations and room numbers to guests.
• Corrects and/or reports safety, maintenance and cleaning needs.
• Responds to emergencies (code blue, code red, etc.) with appropriate equipment.
• Coordinates patient needs with other departments. Handles complex problem solving situations using experience and critical thinking skills.
• Coordinates rotation changes to ensure coverage in the absence of a Work Leader.
• Participates in review, development and assessment of processes and procedures, training and communications.
• Participates in candidate interviewing process as needed.
• Acts as a peer sponsor/trainer for new employees.
• Other duties as assigned.

Education:

• High School Diploma or equivalent.

Certifications:

• None required.

Complexity of Work:

• Must demonstrate exemplary interpersonal skills and effectively communicate.
• Understands and anticipates customer needs and connects them to the right person/facility at the right time.
• Successfully navigates complex situations while providing patients/visitors with a superior experience.
• Handles challenges personally and escalates appropriately.
• Conducts follow-up to ensure customer service expectations are met and/or exceeded.
• Must be able to function in a stressful environment.

Work Experience:

• Minimum three years related experience reflecting high level of conflict resolution in customer relations industry and/or evidence of exceptional customer service in Patient Guest Service Assistant role for minimum one year.

Physical Requirements:

• Normal or corrected vision, hearing and speech.
• Must be able to stand, walk and sit for extended periods of time, as well as walk to various locations throughout the campus.
• Occasional lifting or carrying up to 25 pounds.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

                       

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

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. 

Please review the Equal Employment Opportunity poster. 

                  

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities