Guest Relations Representative Evening shift

Sentara Hospitals • Virginia Beach, VA

5d • Onsite

About The Position

Sentara Virginia Beach General Hospital is hiring a Full-time, Rotating-Shift Guest Relations Representative. The Guest Relations Representative is a liaison between patients, families, visitors, and hospital and medical team members. This role is responsible for providing a welcoming and genuine environment and addressing concerns to ensure a smooth and comfortable experience for patients. The representative will verify patient registration and escort patients and guests to their destination by walking or using a wheelchair. This position requires personal attention, personal responsibility, and teamwork in providing guest services. The role involves responding promptly to patient, family, and team member requests, assisting in the identification of patient and family needs, and securing appropriate referrals, solutions, and services. The representative will collect data and documentation to assist in identifying areas needing improved customer service and assist leaders in recommending changes in facility and departmental policy and procedure. This role facilitates improved customer service by identifying, investigating, and directing complaints, concerns, and compliments to the appropriate team members and leaders. The representative will record and submit all documentation/statistical reports for services provided to patients and families, such as transportation vouchers, bus passes, and emergency clothing. They will assist the leadership team with the ongoing evaluation of the program, customer satisfaction, and the development of personal and departmental educational plans and quality guidelines. Maintaining close communication with leaders regarding the department and problem areas, and requesting assistance as needed for additional team members or other resources are key aspects of this role. Clerical handling of departmental, hospital, and organizational reports and forms, and assisting the leadership team with the orientation, daily activities, and evaluation of volunteers and interns are also responsibilities.

Requirements

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

Nice To Haves

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

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
• 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