Guest Relations Representative

Sentara Health•Sentara Williamsburg Regional Medical Center, SC

2d•$19 - $29•Onsite

About The Position

Sentara is hiring a Guest Relations Representative in Williamsburg, Virginia. This part-time, night-shift role is scheduled Saturdays and Sundays from 11:00 p.m. to 7:30 a.m., for a 16-hour work week. The representative verifies patient registration and escorts patients and guests to their destinations, either by walking with them or using a wheelchair. The role provides attentive, responsible, team-oriented guest services and responds promptly to requests from patients, families, and team members. The representative helps identify patient and family needs and arranges appropriate referrals, solutions, and services. They collect data and documentation to identify opportunities to improve customer service; investigate and route complaints, concerns, and compliments to appropriate team members and leaders; and assist leadership with evaluating the program, customer satisfaction, educational plans, and quality guidelines. They maintain communication with leaders about departmental issues and resource needs, handle departmental, hospital, and organizational reports and forms, and assist with the orientation, daily activities, and evaluation of volunteers and interns.

Requirements

High school diploma or equivalent.
At least one year of customer service experience.

Responsibilities

Verify patient registration.
Escort patients and guests to their destinations by walking with them or using a wheelchair.
Provide attentive, responsible, team-oriented guest services and respond promptly to requests from patients, families, and team members.
Help 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.
Assist the leadership team in evaluating the program and customer satisfaction, developing educational plans, and establishing quality guidelines.
Maintain communication with leaders regarding 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 the orientation, daily activities, and evaluation of volunteers and interns.