Guest Relations Representative

Sentara Hospitals•Virginia Beach, VA

6d•Onsite

About The Position

Sentara Virginia Beach General Hospital is hiring a Full-time, Rotating-Shift Guest Relations Representative. This role serves as a liaison between patients, families, visitors, and hospital staff, ensuring a welcoming and supportive environment. The representative addresses concerns to facilitate a smooth and comfortable patient experience. Responsibilities include verifying patient registration, escorting patients and guests, providing personal attention, and responding promptly to requests. The role involves identifying patient and family needs, securing appropriate referrals, and collecting data to improve customer service. The Guest Relations Representative will assist in recommending policy changes, investigating and directing complaints, and maintaining documentation for services provided. They will also support leadership in program evaluation, customer satisfaction assessment, and the development of educational plans and quality guidelines. Close communication with leadership regarding department status and problem areas is essential, along with requesting assistance as needed. Clerical duties and assisting with volunteer and intern orientation are also part of the role.

Requirements

High School Grad or Equivalent (Required)
1 year of customer service experience (Required)

Nice To Haves

Previous Healthcare/Hospitality experience (Preferred)
Experience with performing basic data entry tasks, filing, photocopying, and providing excellent customer service (Preferred)

Responsibilities

Serve as a liaison between patients, families, visitors, and hospital and medical team members.
Provide a welcoming and genuine environment and address concerns to ensure a smooth and comfortable experience for patients.
Verify patient registration and escort patients and guests to their destination by walking or use of a wheelchair.
Give personal attention, take personal responsibility, and use teamwork when providing guest services.
Respond promptly to patient, family, and team member requests.
Assist in the identification of patient and family needs and secure appropriate referrals, solutions, and services.
Collect data and documentation to assist in the identification of areas needing improved customer service.
Assist leaders in recommending changes in facility and departmental policy and procedure.
Facilitate improved customer service by identifying, investigating, and directing complaints, concerns, and compliments to the appropriate team members and leaders.
Record and submit all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc.
Assist the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans, and quality guidelines.
Maintain close communication with leaders regarding the department and problem areas.
Request assistance as needed for additional team members or other resources.
Perform clerical handling of departmental, hospital, and organizational reports and forms.
Assist leadership team with the orientation, daily activities, and evaluation of volunteers and interns.

Benefits

Medical, Dental, Vision plans
Adoption, Fertility and Surrogacy Reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long-Term, Short-Term Disability, and Critical Illness plans
Life Insurance
401k/403B with Employer Match
Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down – $10,000
Reimbursement for certifications and free access to complete CEUs and professional development
Pet Insurance
Legal Resources Plan
Annual discretionary bonus if established system and employee eligibility criteria is met