Guest Relations Representative

Sentara Health•Hampton, VA

1d•Onsite

About The Position

The Guest Relations Representative is a liaison between patients, families, visitors, and hospital and medical team members. Responsible for providing a welcoming and genuine environment and address concerns to ensure a smooth and comfortable experience for patients. Responsible for verifying patient registration and escorting patients and guests to their destination by walking or use of a wheelchair. Gives personal attention, takes personal responsibility and uses teamwork when providing guest services. Responds promptly to patient, family and team member requests. Assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs. Collects data and documentation to assist in the identification of areas needing improved customer service. Assists leaders in recommending changes in facility and departmental policy and procedure. Facilitates improved customer service by identifying, investigating and directing complaints, concerns and compliments to the appropriate team members and leaders. Records and submits all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc. Assists the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans and quality guidelines. Maintains close communication with leaders regarding the department and problem areas. Requests assistance as needed for additional team members or other resources. Clerical handling of departmental, hospital and organizational reports and forms. Assists leadership team with the orientation, daily activities and evaluation of volunteers and interns.

Requirements

High School Grad or Equivalent (Required)
Must have at least one year of customer service experience.

Responsibilities

liaison between patients, families, visitors, and hospital and medical team members
providing a welcoming and genuine environment
address concerns to ensure a smooth and comfortable experience for patients
verifying patient registration
escorting patients and guests to their destination by walking or use of a wheelchair
Gives personal attention, takes personal responsibility and uses teamwork when providing guest services
Responds promptly to patient, family and team member requests
Assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs
Collects data and documentation to assist in the identification of areas needing improved customer service
Assists leaders in recommending changes in facility and departmental policy and procedure
Facilitates improved customer service by identifying, investigating and directing complaints, concerns and compliments to the appropriate team members and leaders
Records and submits all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc.
Assists the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans and quality guidelines
Maintains close communication with leaders regarding the department and problem areas
Requests assistance as needed for additional team members or other resources
Clerical handling of departmental, hospital and organizational reports and forms
Assists 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
Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met