The MetroHealth System, Cuyahoga County’s public health system, and its staff of nearly 8,000 provides care at MetroHealth’s four hospitals, four emergency departments and more than 20 health centers and 40 additional sites throughout Cuyahoga County. The health system is home to Cuyahoga County’s most experienced Level I Adult Trauma Center, verified since 1992, and Ohio’s only adult and pediatric trauma and burn center.  As an academic medical center, MetroHealth is committed to teaching and research. Each active staff physician holds a faculty appointment at Case Western Reserve University School of Medicine. Our main campus hospital houses a Cleveland Metropolitan School District high school of science and health. The MetroHealth System is committed to creating a healthier community.

Summary: 

Creates a positive first impression to all guests of The MetroHealth System. Welcomes patients and visitors in a warm and caring manner. Staffs the Welcome Desks. Answers questions, provides patient information and directions in a friendly and expedited manner. Provides concierge services as appropriate. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.

Responsibilities:

1. Serves as preliminary contact for all visitors to the hospital

2. Greets vendors and business associates and provides directions to the appropriate department. Directs vendors to the computers for sign-in as needed.

3. Uses EPIC, the MIV, and MetroHealth.org to provide information to patients and visitors (i.e. directions, hospital services, appointment information, etc.).

4. Assists patients with securing transportation when leaving the facilities. Works with the Logistics department to ensure patients are returned home.

5. Proactively manages patient and visitor experiences. Takes ownership for potential concerns and works to resolve them in real time. Provides service recovery as needed and assists patients and guests in having the best possible experience at MetroHealth.

6. Monitors the cleanliness and safety of the immediate physical environment

7. Collaborates with hospital volunteers and guest ambassadors to provide way-finding assistance to patients.

8. Performs general clerical functions.

9. Attends meetings as required.

10. Displays sensitivity to and understanding of various cultural, ethnic, racial, and socioeconomic backgrounds.

Qualifications:

Other information:
Required:
High school graduate or passage of a high school equivalency exam.
One year experience in a customer service position.
Excellent verbal communication skills.
Demonstrates initiative and independent problem solving skills.
Presents a professional demeanor.
Basic computer skills.
Ability to work various shifts, including evenings and weekends.
Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds.

Preferred:
Proficiency in a second language.

Physical Requirements:
May sit, stand, stoop, bend, and ambulate intermittently during the day.
May need to sit or stand for extended periods.
See in the normal visual range with or without correction.
Hear in the normal audio range with or without correction.
Finger dexterity to operate office equipment required.
May need to lift up to twenty-five (25) pounds on occasion.
Ability to communicate in face-to-face, phone, email, and other communications.
Ability to see computer monitor and departmental documents.