Guest Service Rep II

Primary Location

Burnet Campus

Department

Guest Services

Shift

Evening (United States of America)

Schedule

Full time

Weekly Hours

40

FTE

1

Employee Status

Regular

*Expected Starting Pay Range

$16.75 - $20.27

*Starting pay is based on experience, skills, and equity; exceptions may apply for highly qualified candidates. Additional pay (e.g., shift, on‑call, or weekend differentials) and benefits may apply. Annual pay may vary based on FTE status.

JOB RESPONSIBILITIES

• Phone Management - Work collaboratively to efficiently handle call volume/queue. Demonstrate basic knowledge of systems, logging in and out and transfer/conference etiquette.
• Customer Service - Provides assistance to patients, families, staff, and external agencies in a welcoming, professional, and timely manner. Anticipates the need for support by demonstrating positive guest service characteristics. Approaches visitors who look lost and offer assistance. Identifies needs of patients, families, and colleagues and provides services that satisfy and exceed expectations. Remains up to date with changes in hospital in terms of clinic locations, daily events, and changes in policies and procedure. Communicates these updates clearly and positively to families and staff. Escorts families, patients, and all guests to specific locations. Delivers meal cards to families through Guest Services. Remains positive when determining the causes of problems and negative situations. Look up itineraries in Epic to assist patients and families. Distribute of bus passes on behalf of the organization. Perform non-routine functions.
• Visitor Management - Respect the right of parents/guardians and adult patients to identify who may and may not visit by communicating visitor policy and enforcing their preference of approved and unapproved visitors. Provide badging and access that is specific to their needs. May educate staff of policy/process. May manage VM supplies.
• Problem Solving - Investigates and resolves guests' requests, questions, and problems. Answers questions by applying knowledge of the assigned function and adhering to CCHMC's policies and procedures.
• Communication - Communicate in a clear and concise manner in every medium. Adapt communication style and tone to fit situations and audience. Notify appropriate staff of recurring problems/errors identified within work process or system. Notify appropriate staff of recurring problems/errors identified within work process or system. May act as a department resource or precept others.

JOB QUALIFICATIONS

• High school diploma or equivalent
• No directly related experience

About Us

At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s.

Cincinnati Children's is

• Recognized by U.S. News & World Report as a top 10 best Children's Hospitals in the nation for more than 15 years
• Consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH) Funding
• Recognized as one of America’s Best Large Employers (2025) , America’s Best Employers for New Grads (2025)
• One of the nation's America’s Most Innovative Companies as noted by Fortune
• Consistently certified as great place to work
• A Leading Disability Employer as noted by the National Organization on Disability
• Magnet® designated for the fourth consecutive time by the American Nurses Credentialing Center (ANCC)

We Embrace Innovation - Together. We believe in empowering our teams with the tools that help us work smarter and care better. That’s why we support the responsible use of artificial intelligence. By encouraging innovation, we’re creating space for new ideas, better outcomes, and a stronger future - for all of us.

Comprehensive job description provided upon request.

Cincinnati Children’s is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability