Guest Relations Specialist-Atrium Health-PT

Advocate Health and Hospitals Corporation • Charlotte, NC

21h • Onsite

About The Position

This is a part-time position within the 10L Medical ICU at Carolinas Medical Center. The role focuses on providing assistance and support to guests within the facility, ensuring a positive and informative experience for patients, families, and visitors. The specialist will be responsible for giving directions, locating patient rooms and hospital amenities, communicating information clearly and effectively, and handling complaints with a calm demeanor. Teamwork and personal responsibility are key in addressing the needs of patients and families, including those requiring assistance under the Americans with Disabilities Act (ADA) or with limited English proficiency (LEP). The role also involves maintaining waiting areas, facilitating communication between families and healthcare professionals, and ensuring a safe and clean environment. Emergency response and participation in service excellence initiatives are also part of the responsibilities. Data collection for service improvement and assisting leadership with policy recommendations are expected. Accurate record-keeping for services provided, such as transportation vouchers, is required. The specialist will also assist in evaluating the Guest Relations Program and maintaining communication with the Guest Relations Manager. Notarization of healthcare documents is also a duty.

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: Part-time
• Career Level: Entry Level
• Education Level: High school or GED