Guest Services Specialist

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

This position serves as a front-line guest services and patient support role within the School of Dentistry. Responsibilities include managing entrance operations, providing patient transportation and wayfinding assistance, supporting emergency response efforts, and assisting with parking and special projects. The position operates in a high-volume, public-facing environment and requires sustained attentiveness, situational awareness, mobility, and the ability to multitask effectively. The role involves prolonged periods of standing and walking, frequent movement throughout the building, and assisting patients with mobility needs.

Mission Statement

MDentistry: advancing health through education, service, research and discovery. MDentistry Core Values: Compassion, Leadership, Excellence, Responsibility, Trust, Creativity, and Inclusion.The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future. The University of Michigan is committed to foster learning, creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace by:

• Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences.
• Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth.

Why Work at Michigan?

The School of Dentistry is consistently ranked as the #1 dental school in the United States and the world. We embrace diversity in many forms. We champion diversity of thought and culture. Because we operate numerous health clinics we support an incredible diversity of IT systems. Our core values are Compassion, Leadership, Excellence, Responsibility, Trust, Creativity and Inclusion. U-M offers comprehensive benefits to help you stay well and to support you as you plan for a secure future. Benefits include:

• A retirement plan that provides two-for-one matching contributions 

• Many choices for comprehensive health insurance

• Life insurance

• Long-term disability coverage

• Flexible spending accounts for healthcare and dependent care expenses

Responsibilities*

• Screen up to 600+ patients daily and their guests, and provide visitor identification
• Serves as the first point of contact for all patients/visitors/guests entering the School of Dentistry and its associated entrances. 
• Verify a patient's appointment and direct them to the correct location for check-in. 
• Serve as the wayfinder and transporter to locations and clinics within the School of Dentistry.  
• Serves as the primary point of contact for providers and clinics during medical emergencies, ensuring clear, rapid communication.
• Initiating and coordinating the school-wide medical emergency response team to ensure timely and effective responses. 
• Collaborating closely with external medical emergency responders facilitates seamless integration of services and support. 
• Preparing and submitting detailed and thorough incident reports for both internal review and external agencies, contributing to continuous improvement in emergency response protocols. 
• Acting as the liaison for clinics requiring security assistance, the position involves promptly contacting the on-duty security officer and monitoring the response. 
• Overseeing the management and maintenance of all emergency response equipment.
• Assist patients with wheelchair needs inside the School of Dentistry building. 
• Routinely transport patients to clinics and, as needed, assist with check-in.  
• Transport patients when elevators are down, and patients are unable to use the staircase.   
• Assist patients in contacting their ride services for pickup after their appointments.
• Assists walk-in patients with emergencies and helps arrange an emergency appointment when possible.  
• Provide directions and guide visitors/new staff members to the desired destination inside the building.  
• Guide U of M undergraduate students to their classrooms and provide instructions on how to enter the building with their MCARDs at the designated entrances.
• Provide assistance to our patients and visitors on how to use the parking machine when exiting the Fletcher patient parking structure. Direct patients/visitors to the Palmer parking structure. 
• Assist the Guest Services Coordinator with various projects.
• Other duties as assigned.

Required Qualifications*

• Requires high school diploma or equivalent.
• 6 months + of customer service experience. 
• Experience working with a diverse population.  
• Excellent communication skills.  Excellent attention to details.  Excellent ability to multitask.  Excellent organizational skills.  
• Demonstrate the ability to effectively communicate with the patient, family, visitors, and the direct care providers.
• Must have excellent judgment and capability to act in a busy environment.
• Demonstrate a positive customer service-oriented attitude, excellent attendance, and exemplary work ethic.
• Must be able to remain in a stationary position for extended periods of time.  
• Must be able to move throughout the building to assist patients and families.

Desired Qualifications*

Experience in a healthcare setting with large volumes of customers, Microsoft and Google application experience.

Work Locations

This position is located at the School of Dentistry at 1011 N. University Ave. Ann Arbor, MI 48109.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks will be performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.