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Guest Services Representative

Location: Poughkeepsie, New York US


Requisition Number: 15852

Position Title:

External Description:

Nuvance Health has a network of convenient hospital and outpatient locations — Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York — plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care, and two urgent care offices. Non-acute care is offered through various affiliates, including the Thompson House for rehabilitation and skilled nursing services, and the Home Care organizations.


Exemplifies standards of hospitality and service to all of our internal and external customers. Greets and directs visitors, residents and their families to their destination, and is a resource for information and guidance. Always provides exceptional customer service with every interaction. Monitors front door entrance to ensure resident safety. Ensures that visitors sign in/out of visiting log. Clerical duties as assigned.


Welcomes all guests entering through the main lobby.

Greets all guests entering lobby with a sincere greeting, exhibiting proper guest relations skills and a positive approachable attitude with every interaction.

Assists guests in looking up resident location information in accordance with policies and procedures (ie. HIPPA, security, etc).

Proactively assists guests in obtaining a wheelchair, provides general assistance, or accompanies them to their destination as appropriate.

Takes the initiative to maintain a safe and attractive environment within the facility and immediate property.

Notifies security of any suspicious person or behavior, accident or circumstance that may cause damage or injury.

Provides direction or assistance to those in the lobby to ensure their safety and the safety of others.

Works closely with staff to comfort families in an effort to stabilize highly emotional situations.

Handles complaints real time within the department. Channels complaints or problems to appropriate staff; assists in resolving conflicts and acts as an intermediary between patients/residents, families and staff.



.Provides concierge services to patients/residents and visitors as appropriate

Offer assistance with guest complaints/concerns by maintaining knowledge of resources and service recovery procedures.

Maintain knowledge of all system-wide services to assist guests in any way possible.

Provides information regarding local accommodations, travel, restaurant, directions, etc.



Guest Relations – Demonstrates regard for the dignity and respect of all patients, family members and hospital personnel as defined in the philosophy of The Thompson house.

Displays a caring and courteous attitude and represents the hospital in a positive manner to all persons noted above.

Promotes and contributes positively to intra-departmental and inter-departmental relationships.

Maintains the confidentiality of employees and departmental information with no infractions.

wears a Thompson House picture identification badge, 100% of the time.

5.Promotes a safe and efficient working environment by adhering to hospital and department policies and procedures.



Adheres to Infection Control and Quality Assurance Policies and Procedures at all times.


Maintains appearance of work area(s) according to department standards at all times.


Adheres to all safety regulations reporting any variances to supervisor immediately.


Attends and actively participates in all in-services as required.


Reports immediately all incidents, irregularities, unsafe conditions, equipment and/or unusual occurrences to supervisor.


Monitors residents to ensure that high risk for elopement residents do not leave the facility.

Monitors residents who are sitting out in the front of the building.

Monitors residents via screen who are in courtyard.


Clerical functions as assigned.


Other duties as assigned.

Answering facility main phone line and appropriately transferring calls.


Other information:

Education:Requires high school diploma or equivalent; general knowledge of high school subject matter possibly including sciences, simple medical procedures or terminology or office equipment.

Experience:Minimum of 12 months of direct customer service or hotel/hospitality experience.


Location: Vassar Brothers Medical Center

Work Type: Part-Time

Standard Hours: 20.00

FTE: 0.500000

Work Schedule: Day/Eve 8

Work Shift: 20 HOUR POSITION. 4 to 8 hours shifts from 5:30 to 8pm, including every other weekend

Org Unit: 1839

Department: Info Desk


Exempt: No


Grade: S1

Working conditions:
* Significant manual skills / motor coord & finger dexterity
* Little or no potential for occupational risk
* Medium to Heavy effort. May exert up to 35 lbs. force
* Generally pleasant working conditions.
* Significant manual skills / motor coord & finger dexterity
* Medium to Heavy effort. May exert up to 35 lbs. force
* Generally pleasant working conditions.
* Little or no potential for occupational risk


EOE, including disability/vets.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.

City: Poughkeepsie

State: New York

Community / Marketing Title: Guest Services Representative

Company Profile:

Health Quest and Western Connecticut Health Network have combined to form a new nonprofit health system. The name for the new health system will be Nuvance Health. The new health system was created to provide communities across New York’s Hudson Valley and western Connecticut with more convenient, accessible and affordable care.

EEO Employer Verbiage:

Location_formattedLocationLong: Poughkeepsie, New York US

Job Number: 47210