Guest Experience Representative

As a Guest Experience Expert and team member at Children's Health, you are one of the most important assets in our commitment to creating an Unparalleled Experience. By joining us as we not only meet, but also exceed our patient family expectations, you embody the Children's Health Difference in this leading pediatric health system that strives to be a top ten Children's Hospital. To bring this to life, the Guest Experience Expert is empowered to go above and beyond to curate unforgettable moments for our patient families. Our Guest Experience Experts take the initiative to deliver an unparalleled experience that builds trust with and guides our patient families through their entire visit or stay. They are empowered to move about the hospital and do what needs to be done to anticipate and exceed patient family needs. Guest Experience Experts deliver on patient family requests, actively listen to identify service moments that create smooth interactions thereby avoiding a lapse in experience, share hospital amenities, local offerings, and community resources. Curating a welcoming environment along with acknowledging every patient, family, and visitor with a smile, eye contact, and enthusiastic greeting, is how the Guest Experience Expert will set the tone to an Unparalleled Consumer Experience at Children's Health.
The work hours for this position will be in the afternoon and evening (similar to a 2 nd shift schedule). The workdays may vary based on department needs. You may also provide back-up support for the Plano campus. More information will be shared during the early stages of the interview process to ensure this is a good fit for what you’re looking for in a new position.

Responsibilities:
Anticipate needs and address requests of patient, families, and visitors by actively listening in a positive, exemplary manner.
Interact with patient, families, visitors, and fellow team members in a professional manner.
Be knowledgeable on leadership throughout the hospital, market, and enterprise.
Foster and maintain positive relationships across the organization.
Collaborate intentionally with patients, families, peers, other team members, providers, leadership, and all key stakeholders.
Stay up to date on hospital amenities, local offerings, community resources, and hours of operations.
Thank patient, families, and visitors
Utilize service recovery model as needed.
Be able to communicate effectively and comfortably with enterprise and market senior executives.
Document all customer service issues in internal tracking system/CRM.
The Patient Advocate will assure compliance with State and Federal regulatory requirements and policies that govern all Medical Center operations involving conflict resolution and service excellence.
Exceptional communication, critical thinking, interpersonal, and conflict resolution skills
Ability to think in a proactive and creative manner.
Desires to curate positive experiences that exceed patient family expectations.
Willingness to take initiative in an appropriate.
Ability to prioritize and address a variety of patient/family issues with firm timeframes.
Be able to demonstrate organizational, problem-solving and negotiation skills.
Ability to relate to diverse age and demographic backgrounds.
WORK EXPERIENCE
3+ years Customer service or relevant experience Required (5+ years is preferred )
2+ years Healthcare experience in an acute care setting Preferred
Hospitality experience in a luxury service industry Preferred
Knowledge of CMS, Joint Commission, Texas Department of Health and other regulatory agency guidelines Preferred
Sounds understanding of concepts of patient family-centered care Preferred
We encourage you to apply even if you do not currently meet all of the preferred qualifications.
EDUCATION

Four-year Bachelor's degree or equivalent experience Required
Graduate or professional work or advanced degree; or equivalent experience Preferred
About Us

Children’s Health values the role each member of our team plays in helping us make life better for children. We employ more than 7,500 people and provide rewarding career opportunities that help them reach their highest potential.
We also hold Magnet recognition from the American Nurses Credentialing Center for nursing excellence, we serve as the primary pediatric teaching facility for the University of Texas Southwestern Medical Center , and we are widely recognized for delivering high quality care .
Children’s Health has also been named one of the 150 Top Places to Work in Healthcare by Becker’s Healthcare for nine consecutive years.
We invite you to learn more about Children’s Health.
Benefits
Children’s Health offers competitive pay, a comprehensive benefits program and opportunities for learning and career development. We promote a diverse and inclusive workplace, and our team members have a voice in their work through surveys and town halls.