The Patient Guest Services Assistant I will service as a highly visible brand ambassador and resource to patients, family members and visitors by facilitating a warm, caring, comfortable and informed experience at all Cleveland Clinic Campuses. **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. + At stationary or rotating location assignments, greets and welcomes and assists patients, guests and colleagues by providing assistance, campus directions, obtaining wheelchairs and providing minimal transport. + Accesses patient information to confirm appointment times, appointment locations and room numbers. + 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. + May provide some concierge services to assist patients and guests with accessing Internet information (driving directions, restaurants, shopping and amenities) in the hospital and within the community. + Collaborates with leaders across the health system to design and implement improvement programs to enhance the overall patient experience. + Corrects and/or reports safety, maintenance and cleaning needs. + Responds to Code Blue and Code Red emergencies with appropriate equipment. + Coordinates patient needs with other departments. + Other duties as assigned may vary by hospital depending on hospital operational needs. **Education:** + High School Diploma or GED required. + Associate Degree Preferred. **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 a team. + Basic computer skills: Epic, outlook and other internal systems. **Work Experience:** + Minimum two years' experience in a customer service role with at least one year providing face-to-face customer service. **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. Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities