Guest Relations Lead

Here, it's different. Come join us.

Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.

Here, the nation's brightest nurses, physicians, scientists, researchers, therapists, and care providers are creating the future of child health. With an optimist's outlook, a trailblazing spirit, and a celebrated history, we're making new strides every day.

We've been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the best of the best pediatric hospitals with #1 rankings in Colorado and the region by U.S. News & World Report.

As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 11 specialty care centers, 1,300+ outreach clinics and more than 10,000 healthcare professionals representing the full spectrum of pediatric care specialties.

Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.

That's why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.

A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it's different.

The Guest Relations Lead provides high level customer service support to patients, family members, and visitors while performing the tasks of checking in and health screening all visitors to Children's Hospital Colorado (CHCO) facilities. The Guest Relations Lead facilitates the Patient-Family Experience across the enterprise and is responsible for ensuring that visitors to the hospital are pre-approved and guided to the appropriate location. The Guest Relations Associate Lead provides support to the Guest Relations Associates.

Department Name: Visitor Management
Job Status:Full time, 36 hours per week
Shift: Thursday, Friday and Saturday, 8am to 8:30pm, in person.

• Education: High School Diploma or Equivalent
• Experience: Three years of administrative or clerical experience in a customer service environment.
• Equivalency: Associate or bachelor's degree may substitute for the required experience on a year for year basis.

POPULATION SPECIFIC CARE

No direct patient care.

ESSENTIAL FUNCTIONS
An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.

1.Facilitates new team member onboarding and training. Provides coaching and assists in investigating concerns.
2.Provides customer service support and assistance to patients, families, visitors and internal team members.
3.Utilizes the Visitor Management System to verify visitor status and creates visitor badges. Supports visitor exception processes and documentation, acts as point of contact for units when visitor access issues arise.
4.Acts as first point of contact for de-escalations involving patients and families, engages additional resources as needed. Responds to concerns and questions that come through the visitor management phone line.
5.Performs secondary screening which includes understanding illness of caregiver or patient, engages clinic resource to determine next steps, manages patient mask exemption process and documentation, notifies EVS for terminal room cleaning as needed
6.Assists supervisor in ongoing training opportunities. Assists supervisor with scheduling or coverage for scheduled PTO, call-outs, breaks or lunches.
7.Ensures every visitor completes mandatory health screening and is cleared to continue to proceed through facility; records health screening for all visitors in Visitor Management System.
8.Verifies authorized visitors in the medical record system (Epic) and begins patient registration process as applicable.
9.Supports patient safety by adhering to and enforcing all infection control policies and safety guidelines; keeps all immediate areas clean and organized.
10.Orders and maintains tracking of supplies. Receives deliveries; flowers, medical equipment, etc. Additional duties as assigned

SCOPE AND LEVEL

Guidelines: Guidelines are generally numerous, well established, and directly applicable to the work assignment. Work assignment and desired results are explained by general oral or written instructions.

Complexity: Full performance senior level. Duties assigned are generally repetitive and restricted in scope but may be of substantial intricacy. Employee primarily applies standardized practices.

Decision Making: Decisions or recommendations on non-standardized situations are limited to relating organizational policies to specific cases. Brings non-routine issues to supervisor. Problems that are not covered by guidelines or are without precedent are taken up with the supervisor.

Communications: Contacts with the public or employees where explanatory or interpretive information is exchanged, gathered, or presented and some degree of discretion and judgment are required within the parameters of the job function.

Supervision Received: Under normal supervision, within a standardized work situation, the employee performs duties common to the line of work without close supervision or detailed instruction. Work product is subject to continual review.

Ability to Perform Essential Functions of the Job

PHYSICAL REQUIREMENTS

Audio-Visual: Color Discrimination - Fair

Audio-Visual: Depth Perception - Fair

Audio-Visual: Near Vision: Good

Audio-Visual: Far Vision: Good

Audio Visual: Hearing: Good

Motion: Bend : Up to 1/3 of the time

Motion: Reach up to 1/3 of the time

Motion: Carry up to 1/3 of the time

Motion: Pull up to 1/3 of the time

Motion: Push up to 1/3 of the time

Weight Lifted/Force Exerted: Up to 10 lbs. or more, up to 1/3 of the time

General Activity: Stand/Walk up to 4hrs a day

General Activity: Sit up to 4hrs a day

Use of hands/feet: Precise Motion Function (or fine manipulation)

WORK ENVIRONMENT

Exposure to cold/heat: Occasional.

Exposure to infectious diseases: Occasional.

Mental and Emotional Requirements: Manages stress appropriately.

Mental and Emotional Requirements: Works with others effectively

Equipment: telephone, computers, fax machines, copiers, reading reports/graphs

Exposure: Exposure to blood/body fluid: Occasional

It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.

The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained.

Here, you matter. As a Children's Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children's Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.