Job Summary Serves as a resource for families, visitors, and staff. The goal of the guest services representative is to determine the visitor#s needs and seek resolution in order to provide outstanding guest services for the facility. Guest Services Representatives are cross trained to cover a variety of areas, mainly the front desk and the gift shop. Minimum Qualifications Education/Experience High School Diploma/GED required.# Associates Degree preferred. A minimum of three (3) years experience working in a direct customer service position. # License/Certification/Registration Current CPR # Knowledge, Skills # Abilities Ability to comprehend and follow the policies and procedures for MedStar Southern Maryland Hospital Center. Ability to read, write and speak or communicate in English to successfully accomplish the essential duties of the position. Ability to demonstrate ethical behavior that supports the hospital#s mission, values and commitment to compliance with all federal, state and regulatory laws.# Inspires trust and exhibits honesty and integrity within the scope of daily activities. Exhibits professionalism, courtesy and excellent customer service, while interacting with patients, guests and co-workers. Ability to work effectively with people from a variety of culturally diverse backgrounds. Ability to maintain patient confidentiality. Excellent customer service skills, problem solving skills, and communication skills. Basic computer knowledge. Knowledge, skill and ability to use correctly the phone, copier, computer, scanner, and fax machine. Primary Duties and Responsibilities Front Desk: Assists patients by obtaining appropriate, proper care in a timely manner. Provides clear directions to the appropriate department head, assisting as necessary. Physically escorts guests to their destination, if needed. Provides maps and/or verbal directions to department locations, area lodging or restaurants. Anticipates and responds to customer needs and refers visitors to the appropriate resources. Asks questions to obtain sufficient information to accurately understand customer needs. Answer telephone calls in a prompt manner and relay telephone calls to the appropriate extension, giving the caller the extension number. Takes part in communication concerning a patient#s intent to leave or their dissatisfaction, which may require involvement from various departments in the hospital. Consistently expresses a positive #can do# attitude with visitors, patients, and staff. Maintains strict adherence to HIPAA compliance. Assists guests with obtaining transportation. Understands the workflow of the various departments providing services to patients within the facility and the dynamics of patient-provider communication. Directs guests to classes and screenings, whether they are in-house or in another building. Provides a wristband to all hospital guests, vendors, contractors, visitors, etc. Performs all other duties as assigned. Ability to develop a new approach to problems by collecting and analyzing information. Ability to take independent action in solving commonly encountered problems. Gift Shop: Greets and welcomes visitors to the gift shop. Accepts and processes payment for merchandise in the gift shop. Delivers positive sales performance and ensures that the needs of the customers are fulfilled. Controls expenses/supplies/utilities.# Completes all required paperwork and banking procedures accurately. Maintains store inventory, processes shipment, stocks replenishment, and backroom organization to ensure store is always business ready. Manages the day to day operations of the store opening/closing procedures; housekeeping while only attendant in the store. Successfully operates an electronic POS system. Performs all other duties as assigned.#06022021