Guest Relations Representative
About The Position
The Guest Relations Representative at Sentara Leigh Hospital serves as a liaison between patients, families, visitors, and hospital and medical team members. The role helps create a welcoming environment and addresses concerns to support a smooth, comfortable patient experience. The position is part-time in the Emergency Department, working 24 hours per week on rotating 8-hour shifts across day, evening, and night shifts, with flexibility to work any shift. The representative verifies patient registration, escorts patients and guests on foot or by wheelchair, responds to requests, and helps identify patient and family needs and arrange appropriate referrals, solutions, and services. The role also documents services and customer-service feedback, directs complaints and compliments to appropriate staff and leaders, supports program evaluation and quality guidelines, handles departmental and organizational paperwork, and assists with volunteer and intern orientation and evaluation.
Requirements
- High school diploma or equivalent.
- At least 1 year of customer service experience.
Nice To Haves
- Excellent customer service skills.
- Previous healthcare or hospitality experience.
- Experience performing basic data entry, filing, and photocopying.
Responsibilities
- Verify patient registration and escort patients and guests to their destinations by walking or using a wheelchair.
- Provide attentive guest services and respond promptly to requests from patients, families, and team members.
- Identify patient and family needs and secure appropriate referrals, solutions, and services.
- Collect data and documentation to identify areas for customer-service improvement.
- Assist leaders in recommending changes to facility and departmental policies and procedures.
- Identify, investigate, and direct complaints, concerns, and compliments to appropriate team members and leaders.
- Record and submit documentation and statistical reports for services provided to patients and families, including transportation vouchers, bus passes, and emergency clothing.
- Assist the leadership team with ongoing program evaluation, customer satisfaction, development of personal and departmental educational plans, and quality guidelines.
- Maintain communication with leaders about the department and problem areas, and request additional team members or resources as needed.
- Handle departmental, hospital, and organizational reports and forms.
- Assist the leadership team with volunteer and intern orientation, daily activities, and evaluation.
Benefits
- Medical, dental, and vision plans.
- Adoption, fertility, and surrogacy reimbursement up to $10,000.
- Paid time off and sick leave.
- Paid parental and family caregiver leave.
- Emergency backup care.
- Long-term and short-term disability and critical illness plans.
- Life insurance.
- 401(k)/403(b) with employer match.
- Tuition assistance up to $5,250 per year and discounted educational opportunities through Guild Education.
- Student debt pay down up to $10,000.
- Pet insurance.
- Legal resources plan.
- Opportunity to earn an annual discretionary bonus, subject to established system and employee eligibility criteria.
- Paid holidays.
- Educational assistance or student loan repayment.
- Paid military leave.
- Voluntary benefits.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
