Guest Services Associate I, Pediatric Hospital Concierge & Patient Navigation
Overview
The role owns front line guest assistance for families and visitors at Phoenix Children’s Hospital, guiding them to appointments, services, and approvals at scale. You will support clinical and non clinical needs, coordinate support for special accommodations, and connect guests with appropriate departments while following access policies. You’ll work with a team and cross functional partners to ensure a warm, informative experience that aligns with hospital safety and patient care standards. This role stands out through direct patient family interaction, a concierge style approach, and exposure to hospital operations and services.
What You'll Do10
- 1Build guest flow and navigation plans using hospital systems to connect families with clinical appointments, imaging, registration, and visitation within policy
- 2Design and deliver accurate directions and assistance using wayfinding tools and escorts while maintaining security and access controls
- 3Lead patient family liaison activities in the surgery waiting area and emergency department as applicable to support clinical teams
- 4Ship and organize resources for patient families including lodging, transportation, dining and local services in line with the concierge program
- 5Drive responsive service by coordinating special needs accommodations and communicating with departments to fulfill requests
- 6Own documentation of interactions and patient information in appropriate records to support patient accounts and department processes
- 7Scale customer service excellence by handling multiple inquiries with high emotional intelligence and professional communication
- 8Debug and resolve access issues and process confirmations at entrances and through ongoing communications
- 9Provide donations processing and deliveries to support Child Life and Foundation programs as needed
- 10Collaborate with hospital teams to represent a positive public image and protect patient privacy and safety
Requirements5
- 1High school diploma or equivalent
- 2Experience delivering customer service in a healthcare or hospitality setting
- 3Familiarity with hospital safety, infection control, and access policies
- 4Ability to manage multiple tasks and coordinate with diverse departments
- 5Strong communication skills and emotional intelligence
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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