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SalaryJoin Cleveland Clinic Indian River Hospital's team of dedicated caregivers who have been providing exceptional, patient-centered and evidence-based healthcare to the Treasure Coast community for over 88 years. Cleveland Clinic Indian River Hospital is recognized as one of Southern Florida’s best regional hospitals.
Cleveland Clinic’s office of Patient Experience is looking to add a Patient Guest Services Assistant (Redcoat) to their exceptional team of caregivers. As a Patient Guest Services Assistant, you will serve as a highly visible resource to patients, family members and visitors by facilitating a warm, caring, comfortable and informed experience at Indian River Hospital.
The ideal future caregiver is someone who:
- Has customer service experience.
- Is reliable, resilient, friendly and flexible.
- Effectively multi-tasks.
- Demonstrates excellent communication, customer service and interpersonal skills.
This is an excellent opportunity to discover Cleveland Clinic and make meaningful differences in the lives of others while building a rewarding career. This position also offers the opportunity to advance your career into other roles, such as Patient Access Coordinator and Office Coordinator, within Cleveland Clinic.
At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.
Responsibilities:
- Highly visible, enthusiastic person who ensures that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care at all times.
- Facilitates communication among patients, families, caregivers and providers when needed.
- Provides service recovery as needed and assists with resolving patient and family concerns using the Respond with H.E.A.R.T. model at the point of service. If the Redcoat is not able to resolve the concern, she/he must elevate it to leadership for the department/unit where the concern originated.
- Actively rounds in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room.
- In some cases, Redcoats may be assigned to remain stationary at front entrance to welcome patients and visitors.
- During rounds, engages with patients and family members.
- Talks with the patient about something other than why the patient is here.
- Asks how the patient’s experience is going.
- Asks if the patient has any other needs prior to leaving the patient.
- Accesses patient information to confirm appointment times, appointment locations and room numbers as needed.
- Provides limited concierge services to assist patients and guests with hospital services and community amenities at designated locations.
- Collaborates with leaders across the health system to design and implement improvement programs to enhance the overall patient experience. Once programs are implemented, Redcoat observes programs and coaches as needed.
- Responds to medical alerts to assist with patient/visitors, families and obtain appropriate equipment if needed.
- Other duties as assigned.
Education:
- High School Diploma or GED required.
Languages:
- N/A
Certifications:
- None required
Complexity of Work:
- Requires excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests.
- Ability to exercise judgment to accurately triage inquiries.
- Ability to work independently and as part of a team.
- Basic computer skills: Epic, outlook and other internal systems.
Work Experience:
Physical Requirements:
- Manual dexterity to operate office equipment.
- Requires frequent data entry, standing, walking and sitting.
- Normal or corrected vision, hearing and speech.
- Excellent hand/eye coordination.
- Lift up to 25 pounds.
Personal Protective Equipment:
- Follows Standard precautions using personal protective equipment
