Guest Services Associate

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Diversity, Equity, and Inclusion. Our Commitment to providing an inclusive environment for patients, families, staff, and community, through embracing Diversity, Equity, and Inclusion T.O.G.E.T.H.E.R.
• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

The Guest Services Associate greets patients, families, and visitors and assists with other customer service initiatives to improve the patient experience including providing helpful information or assistance with way-finding on campus. The Guest Services Associate provides exceptional customer service to everyone in the facility by exuding warmth, genuine care, and taking pride and joy in this role. Mary Free Bed stands apart from other organizations by the unique combination of:

Essential Job Responsibilities

• Make eye contact and pleasantly greet each patient, visitor, and staff member as they arrive; maintains a pleasant, friendly and professional demeanor with all guest, client, staff members and coworkers to create favorable first and last impressions
• Ask arrivals the nature of his/her visit and assist arrivals in finding his/her correction location. Utilize patient experience volunteers to help escort patients, families, and/or visitors to the correct destination.
• Secures courtesy wheelchairs for guests as needed. Assist arrivals with belongings and equipment if needed.
• Assist arrivals with topographical and informational orientation to the main lobby, registration, check-in kiosks and wait areas. Offer information regarding local resources upon request.
• Provides information and assistance to inpatient admissions, outpatients, visitors, and staff at the West Information Desk, as assigned. Follows all procedures for visitor sign-in and visitor badge processes.
• Assist patients, families and/or visitors with departure and provide a warm good-bye, offering any additional assistance, if needed.
• Protects all hospital guest and staff's confidentiality according to HIPPA requirements
• Maintains a clean work environment, assuring main and west lobby areas are neat and tidy, as well as surrounding areas of entries, valet podium, guest services station, wheelchairs and trash receptacles. Checks courtesy wheelchairs for safe operation prior to each use. Disinfects courtesy wheelchairs after each use.
• Creates and maintains an atmosphere of warmth, personal interest and positive emphasis
• Maintains positive appearance and professional image
• Adheres to hospital policies
• Maintains a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference rooms and other pertinent information
• Completes incident reports that are detailed and strictly factual

Communications Responsibilities:

• Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates
• Ability to use communication devices (phones, radios, etc) in a clear, concise and professional manner to meet and exceed the internal and external customer service expectations.
• Embrace Diversity, Equity and Inclusion, by:
  • Treating everyone with dignity and respect
  • Opening more doors to opportunities for underrepresented cultures
  • Growing talent and people
  • Evaluating and eliminating disparities
  • Taking action against injustices, bias and racism
  • Honoring our differences and how to collaborate
  • Educating staff, patients and the communities we care for
  • Restoring Hope and Freedom, together

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• High school diploma or GED
• Two years of customer service experience (Health Care industry preferred)
• Physical Demands:
  • Ability to walk short distances, or be independent in wheelchair mobility
  • Ability to stand or sit for long periods of time up to ten hours per day, varying per assignment each shift
• Competent with computers and with Microsoft Office Suite software (i.e. Outlook, Word, Excel, Access, etc.)
• Functional hearing abilities for communications from a cellular phone or other telephonic devices and PA speakers.
• Ability to work flexible schedules and extended hours as needed.
• Must have problem resolution skills
• Must have ability to manage multiple priorities
• Ability to speak, read and write standard English language; to read and comprehend simple instructions, short correspondence and memos; to write simple correspondence
• Must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form

Preferred Job Qualifications

• Bilingual
• Previous guest service, concierge, or customer service

Physical Requirements for Essential Job Qualification

Levels:

• None (No specific requirements)
• Occasionally (Less than 1/3)
• Frequently (1/3 to 2/3)
• Majority (More than 2/3)

Remain in a stationary position: Occasionally

Traverse or move around work location: Occasionally

Use keyboard: Majority

Operate or use department specific equipment: Frequently

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: Occasionally

Receive and communicate information and ideas for understanding: None

Transport, position, and/or exert force: None

Up to 10 pounds: _____

Up to 25 pounds: _____

Up to 50 pounds: _____

Up to 75 pounds: _____

More than 100 pounds: _____

Other weight: Up to___ pounds _____

Other: None

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Talent Acquisition team at recruitment@maryfreebed.com.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.