The Hospital Services Representative (Blue Coat Ambassadors) is a key component of the patient/family experience and serves to create a positive first and last impression. This role provides the highest level of patient engagement, attention, assistance, and service to our patients/guests from the moment they enter our facilities to the moment they depart. In the Emergency Department, the HSR is a compassionate liaison in a high-energy, fast-paced environment. This role is dedicated to ensuring patients and support persons feel supported, informed, and comfortable in stressful times. Responsibilities include escorting guests to patient areas, providing updates on patient status as appropriate, and addressing immediate needs with sensitivity and professionalism. The HSR proactively builds partnerships with colleagues to include the ED team, security, transport services, advocate services, etc. This position plays a critical role in shaping the hospital's image and creating a positive experience for all who enter its doors.

Core Responsibilities and Essential Functions:

• Customer Service: Delivers exceptional customer service to patients, students, guests, team members, and colleagues as detailed in Mission. Greets guests Hospital Service Representative mission and consistently displays a positive, welcoming, friendly, caring, attentive courteous attitude and appropriate behaviors to all individuals, external and internal, through eye contact, body language and behavior. Courteously provides information (via telephone or in person) and other resources (maps) to individuals as needed. Escorts support persons to patient as appropriate.
• Complies with HSR Standards: Consistently models etiquette standards Presents a professional and positive public image and communication style. Creates professional image by adhering to Uniform Standards. Maintains a clean and safe work environment. Maintains equipment used for transport/escort. Ensures that each piece of equipment is cleaned between uses. Reports/removes any defective transport/escort equipment.
• Documentation (Data Management)/Service Responsibility: Maintains statistical data (in-person/phone assists, transports, escorts) and enters information into daily logs. Submits data reports on time. Relays service needs in timely manner. Contacts Security as needed to handle challenging situations. Provides emesis bags, blankets, guidance/support in this high-paced environment.
• Patient- and Family-Centered Care: Demonstrates dignity and respect for patient and family knowledge, values, beliefs and cultural background in the delivery of care. Provides information sharing, ensuring patients and families receive timely, complete and accurate information in order to effectively participate in care and decision-making. Encourages patient and family participation in care and decision-making at the level they choose.
• Trust/Engagement
• Builds a culture of trust and engagement as reflected in the Great Place to Work Trust Index Survey at a direct report, workgroup and hospital/entity level.
• Is accountable for behaviors that create trust and engagement.
• Performs all duties and responsibilities of this position in a manner that reflects the values of WellStar.
• Maintains and strengthens relationships with colleagues and team to assure their involvement in developing systems to support growth of the service and the delivery of quality patient care in a manner that fosters patient and team member satisfaction.
• Performs other duties as assigned
• Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• High School Diploma General or GED General

 

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

• BLS - Instructor or Basic Life Support

 

Additional License(s) and Certification(s):

• De-escalation training within 90 Days Required

Required Minimum Experience:

• Minimum 2 years Face-to-face customer service Required or
• Minimum 5 years customer service experience Preferred and

Required Minimum Skills:

• Proven experience in customer service, preferably in a healthcare or high-traffic setting. High
• Strong interpersonal skills. High
• Ability to handle stressful situations with composure and prioritize tasks in a fast-paced environment. High
• Proficiency in using front-desk technology and systems. High
• Commitment to fostering a patient-centered, inclusive, and respectful atmosphere. High
• Empathy and excellent communication skills. High
• Ability to work effectively in a fast-paced, high-stress environment. High
• Proactive problem-solving and attention to safety and comfort. High
• Commitment to providing outstanding service to patients and families High