Guest Relations Representative

Per Diem, Non-Clinical

Magee Rehabilitation Hospital opened in 1958 as the first free-standing rehabilitation hospital in Philadelphia. The Hospital has over 600 employees and is nationally recognized for outstanding programs in physical and cognitive rehabilitation, with comprehensive services for spinal cord injury, brain injury, stroke, orthopedic replacement, amputation, pain management and work injury. Magee serves as the federally designated Regional Spinal Cord Injury Center of Delaware Valley. Only 14 such centers exist in the country. Magee is a founding member of The Christopher Reeve Foundation NeuroRecovery Network, which provides state of the art rehabilitation therapy.

Summary: 

Guest Relations Representative’s primary responsibility is to deliver superior customer service to the patients, families and staff, who will go above and beyond expectations to create an exceptional patient experience. Essential responsibilities include, but are not limited to, overseeing weekend patient leisure activities, family gatherings, birthday parties, and last minute room request/s, courteous assistance while receiving patients and visitors at the front desk, demonstrating professional phone etiquette with every caller, and safe and courteous patient transport and rounding within the hospital setting, and will provide a variety of transport services to patients and family members via patient and courtesy shuttle and assist with family gatherings. A valid driver’s license with a clear driving record is required, and clear driving record must be maintained.

Essential Accountabilities:

Must be willing to work a flexible schedule, primarily on weekends (up to an 8 hour shift on Saturdays and Sundays from mid-morning to early evening); some hours may include weekday early mornings, evenings, weekends and holidays, based on availability.

  • Makes arrangements on behalf of the patient or patient’s family when needed. Services offered include, but are not limited to: making lodging accommodations, transportation arrangements, airline reservations, notary services, hair care appointments, dry cleaning, dining reservations, massage services, food pick-up from local restaurants, gift arrangements, courier services, shopping information, securing personal belongings for patients, transportation, special occasions, birthday celebrations and gatherings, etc.
  • Provides vehicle transportation for patients and families, when needed. This includes transportation of driving the patient shuttle, to and from the airport, to and from appointments surrounding hospital admission, hotel, and outlying clinics. Arrange for transportation service when patient load demands additional assistance. Also, transportation of equipment and other items for patients, when needed.
  • Front Desk Coverage when needed: welcomes guests as they enter the building. Issues badges to visitors/vendors and provides assistance to those needing directions to a particular service, unit or conference room. Ensures visitors complete the sign-in logs and collect badges upon departure.
  • Assists with the transport of patients throughout the facility when needed and operates the elevator.
  • Strong customer service skills/interpersonal interactions; project a positive, friendly demeanor in person as well as over the telephone; and to work effectively in a fast paced environment.
  • Demonstrates the ability to: safeguard patient information and ensure privacy in accordance with HIPAA regulations; to communicate tactfully with patients, family members, visitors and staff; and to adapt to fluctuating situations in a professional manner
  • Demonstrates the ability to calmly and courteously interact with individuals who are stressed, anxious or upset and exercises maturity and sound judgment in accommodating the needs of patients, families, visitors within reason and within hospital policies;
  • Demonstrates exceptional verbal and interpersonal communication skills to be able to communicate comfortably and effectively with the diverse population groups served by Magee.
  • Demonstrates a high degree of respect and caring, commitment to diversity, integrity, responsibility, teamwork and a commitment to excellence as outlined in behavior expectations incorporating Magee’s REACH values (respect, excellence, positive attitude, collaboration and hospitality).

Other Accountabilities:

  • Identifies and refers problems to appropriate staff.
  • Other responsibilities with assistance include but are not limited to:
    • Makes welcome visits within first 48 hours to all patients/families to address concerns and questions. Provide copies of the Guest Book for their review and show patient how to use on-demand videos.
      • Offers a first-day tour for patients/families
      • Enhances patient satisfaction and determines if Magee is meeting their expectations.
  • Assist Magee’s concierge services and acts as a liaison between patient/family, visitors and hospital staff in addressing non-medical special requests.
  • Encourages patients to participate in patient satisfaction surveys after discharge.
  • Performs Service Recovery when needed.
  • Assists/accompanies family, guests, visitors, etc. to other areas of the hospital as needed.
  • Conducts hospital tours for families considering Magee as their hospital of choice, and also provide transportation to Magee from area hospitals for family members.

Primary Customers or Key Working Relationships:

 Patients, their families, visitors, staff and any other affiliates.

Qualifications:

  • High school diploma or equivalent (GED).
  • Bilingual preferred.
  • Valid driver’s license and driving record that has no infractions is required. Ability to drive and transport passengers and equipment.
  • Experience in a hospitality-focused setting preferred. A healthcare background is preferred and knowledge of medical terminology is helpful.

Equipment Used:  Telephone switchboard, computer, printer, calculator, copier, scanner, label maker, fax machine and other office equipment. Wheelchairs, vehicles and van lifts.

Magee Rehabilitation Hospital is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

Mail, Email or fax your resume to:

Human Resources
Magee Rehabilitation Hospital
1513 Race Street
Philadelphia, PA 19102

Employment@Mageerehab.org
Fax Number: (215) 587-9471