Job Description

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Patient Guest Services Assistant - Ambulatory

Location

Weston

Facility

Florida Weston Hospital

Department

Admitting and Registration-Weston Hospital

Job Code

000162

Shift

Days

Schedule

7:00am-3:00am

Job Summary

Job Details

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale metro area and Florida. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As a Patient Guest Services Assistant (Redcoat), you will serve as a highly visible resource for patients, family members and visitors, helping create a warm, comfortable and informed experience. You will assist with greetings to patients, identifying their service needs, guiding them in 'wayfinding' and transporting patients via wheelchair when needed. This is a fast-paced, ever-changing environment, and tasks may shift from day to day based on the needs of the situation. The ideal caregiver in this position must be empathetic and very flexible to handle the demands of the role. In this role, you will have endless opportunities to connect with everyone you meet, offer unmatched customer service and leave a lasting impression on the community as a whole. It can also lead to other career opportunities such as Patient Service Specialist or various roles depending on performance, education and aspirations.

A caregiver in this position works 8-hour shifts, Monday-Friday, between 7:00AM – 6:00PM, with flexibility on start/end times. On occasion, flexibility is needed to cover other caregivers.

A caregiver who excels in this role will:

• Meet, greet and assist patients, guests and colleagues by providing directions, obtaining wheelchairs and providing non-medical transport.
• Be a 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 always delivering empathetic care.
• Facilitate communication among patients, families, caregivers and providers when needed.
• Provide service recovery as needed and assist with resolving patient and family concerns using the “Respond with H.E.A.R.T.” model at the point of service.
• Elevate unresolved concerns to leadership for the department/unit where the concern originated.
• Actively round in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room.
• Remain stationary at the front entrance to welcome patients and visitors as needed.
• Talk with patients about something other than why the patient is here by asking about their experience and if they have any other needs.
• Access patient information to confirm appointment times, appointment locations and room numbers as needed.
• Provide limited concierge services to assist patients and guests with hospital services and community amenities at designated locations.
• Collaborate with leaders across the health system to design and implement improvement programs to enhance the overall patient experience.
• Observe programs and coach as needed.
• Respond to medical alerts to assist with patients/visitors, families and obtain appropriate equipment if needed.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED
• Excellent verbal communication skills
• Ability to exercise judgment to accurately triage inquiries
• Basic computer skills (Epic, Outlook, etc.)

Preferred qualifications for the ideal future caregiver include:

• Bi-lingual Spanish skills

Physical Requirements:

• Manual dexterity to operate office equipment.
• Requires frequent data entry, standing, walking, and sitting.
• Normal or corrected vision, hearing, speech.
• Excellent hand/eye coordination.
• Lift up to 25 pounds.
• Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

Personal Protective Equipment:

• Follows Standard precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.