Guest Relations Specialists

American Addiction Centers • Charlotte, NC

1d • $22 - $33 • Onsite

About The Position

The Guest Relations Specialist provides essential assistance to guests within the facility, offering directions, locating patients, and guiding them to hospital amenities. This role involves courteous and effective communication, ensuring information is conveyed clearly and precisely, and listening to complaints with a calm and positive demeanor. The specialist takes personal responsibility and utilizes teamwork to provide exceptional guest service, responding promptly to requests and identifying patient and family needs to secure appropriate referrals and services. This may include services for patients and families with disabilities or limited English proficiency, always considering cost-effective measures to improve customer service. The role also involves supervising waiting rooms, maintaining knowledge of family member locations, facilitating communication between families and healthcare professionals, assisting families in locating patients, communicating condition reports per policy, and maintaining a clean and safe environment in family waiting areas. The specialist responds to all emergency, crisis, and disaster situations as directed and maintains appropriate training in Service Excellence and Performance Improvement Initiatives. They collect data to identify areas needing improved customer service and assist leaders with recommendations for policy changes. Accurate recording and submission of documentation and statistical reports for services provided, including transportation vouchers and emergency clothing, are also key responsibilities. The specialist assists leaders with the evaluation of the Guest Relations Program, customer satisfaction, and the development of educational plans and quality management guidelines. Close communication with the Guest Relations Manager regarding department issues and problem areas is maintained, requesting assistance as needed. Additionally, the specialist performs notarizations for healthcare documents such as Healthcare Power of Attorney and Living Wills, adhering to state Notary Laws and Regulations.

Requirements

• High School diploma or equivalent required.
• Must lift a minimum of 50-lbs. for moving and lifting patients in/out of wheelchairs.
• Must have the ability to clearly communicate in English.
• Intact sense of sight and hearing is required.
• Must be able to be mobile within the entire healthcare provider system.

Nice To Haves

• Bachelor's degree preferred.
• Experience in healthcare and/or customer service preferred.
• Equivalent combination of education and experience will be considered.

Responsibilities

• Provides guests with assistance throughout the facility: directions, patient locations, location of hospital amenities.
• Communicates in a courteous and effective manners; ensures the information is communicated in a clear and precise manner while confirming the guests understanding of the information provided; listen to complaints with a calm, composed and positive demeanor.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service; responds promptly to patient, family and staff requests; assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs; may include services for patients and families under the Americans with Disabilities Act (ADA) and those with limited English proficiency (LEP); considers and utilizes the most cost-effective measures to meet these needs and improved customer service.
• Supervises waiting rooms as requested; Maintains knowledge of the location of family members and facilitates communication between the family and healthcare professionals; assists the family in locating the patient as he/she moves through the healthcare system; communicates condition reports to callers per departmental policy; maintains a clean and safe environment in the family waiting areas by utilizing Environmental and Security Services.
• Responds as directed to all emergency, crisis and disaster situations.
• Maintains appropriate training related to Service Excellence and Performance Improvement Initiatives.
• Collects data and documentation that assists in the identification of areas needing improved customer service.
• Assists leaders with recommendations to change facility and departmental policies and procedures.
• Accurately records and submits all documentation/statistical reports for services provided to patients and families; includes transportation vouchers, bus passes, emergency clothing.
• Assists leaders with the ongoing evaluation of the Guest Relations Program, customer satisfaction, development of personal and departmental educational plans and quality management guidelines.
• Maintains close communication with the Guest Relations Manager regarding the Guest Relations Department and problem areas; requests assistance as needed from the Guest Relations Manager and Supervisors for additional personnel or resources.
• Performs notarizations for Healthcare Power of Attorney, Living Wills and any other pertinent healthcare document as appropriate following applicable state Notary Laws and Regulations.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

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