Customer Service Rep

Position Summary:

Patient experience is top priority for the ambassador position. Ambassadors must successfully manage the first and last impression of UT Medical Center. They must proactively approach, greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service. Ambassadors must provide directions, escort when needed, contact outpatient transport team and shuttle to ensure patients reach destinations. They must solve problems, manage conflict, address patient and guest concerns and complaints and initiate recovery steps for service failures. Ambassadors must assist in maintaining a smooth traffic flow at entrances to the facility and successfully utilize iPad to look-up patient room numbers or appointments. They must utilize the iPad for interpreter services and partner with all medical center staff and departments. Ambassadors must serve as communications center for the medical center, oversee Uber delivery table for team members and deliver patient mail and flowers to room or nurse stations when needed. Ambassadors will work with Volunteer team to ensure welcome station is fully staffed.

Provides Excellent Patient, Guest and Team Member Experience

• Manage the first and last impression of UT Medical Center

• Approach proactively, greet and acknowledge all in a friendly, professional manner

• Provide quick and responsive service

• Provide accurate information regarding meeting room locations, medical center parking, visitor regulations, cafeteria hours and medical center services

• Respond to incoming calls

• Contact outpatient transport to arrange transport for patients and guests who need assistance to reach destinations

• Contact shuttle services for patients who need rides to the garage or other hospital locations

• Solve problems, manage conflict, and address patient and guest concerns and complaints

• Initiate recovery steps for service failures

• Alert security team of any problems or falls and provide information as needed

• Initiate code calls

• Assist in maintaining smooth traffic flow at entrances to medical center

• Utilize technology to look up patient room numbers and appointments

• Call for interpreter when appropriate and utilize technology for interpreter services

• Serve as communications center for medical center

• Work with pastoral care department to assist patients and guests

• Partner with all medical center staff and departments

• Oversee delivery table for team members and deliver patient mail and flowers to room or nurses' station when needed

• Complete hourly rounds of lobby to ensure public spaces are kept in a condition that is appropriate for medical center

• Coordinate with environmental services to ensure lobby areas and first floor restrooms are kept clean

• Coordinate with maintenance team to ensure lobby is maintained in a manner to ensure safety

• Refill and maintain face masks, umbrella dispensers and hand sanitizers are always filled

• Audit expiration dates to ensure hand sanitizers and lotions remain in compliance

• Maintain bus schedules, warming shelters and hotel lists

• Maintain complete inventory of maps, volunteer materials and approved brochures

• Work with Volunteer services to ensure welcome station is fully staffed

• Ensure emergency equipment is supplied in 911 closet and communicate with response team when items are

Position Qualification:

High School Diploma Required

Excellent customer service, communication (written and verbal) and interpersonal skills; ability to positively communicate with others under difficult circumstances; intermediate computer skills; must be extremely accurate in a fast paced environment; ability to stand and walk throughout work area approximately 95% of workday; ability to withstand exposure to weather elements- both cold and hot; able to perform physical tasks such a pulling, pushing, lifting, standing, walking, moving patients via wheelchair.