Guest Relations Representative

Sentara Health • Hampton, VA

2d • Onsite

About The Position

Sentara CarePlex Hospital, in Hampton, VA, is currently hiring a Guest Relations Representative. This will be a full time, rotating shift position. Hours Monday - Friday: rotating shifts to include: 6:30am - 3pm; 11am - 7:30pm; and 3pm - 11:30pm Rotating Weekends Overview 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)
• At least one year of customer service experience (Required)

Nice To Haves

• Strong clerical/admin skills are a plus!

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 identifying 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.
• Handle departmental, hospital, and organizational reports and forms.
• Assist the 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED