Guest Services Lead - Atrium Health's Carolinas Medical Center FT
About The Position
This role is responsible for coordinating the activities of assigned teammates, orienting new teammates, and providing ongoing training and assessment of staff. The Guest Services Lead also trains volunteers as appropriate to their assignments. They participate in regular staff meetings with Supervisors and Huddle Meetings with teammates. A key function is to receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner, and to respond to patient and guest complaints. The Lead provides guests with assistance throughout the facility, including directions, patient locations, and the location of hospital amenities. They also assist families in understanding hospital and departmental policies and procedures and promote open communication of information as appropriate. The role requires responding as directed to all emergency, crisis, and disaster situations. Additionally, the Lead collects data and documentation that assists in identifying areas needing improved customer service and assists leaders in recommending changes in facility and departmental policy and procedure. They facilitate improved customer service by identifying, responding to, and directing complaints, concerns, and compliments to the appropriate staff members and leaders. Accurate recording and submission of all documentation/statistical reports for services provided to patients and families is also a responsibility.
Requirements
- High School Diploma or GED required.
- Valid Driver's License
- Basic Life Support Certification
- Annual Defensive Driving Course
- Ability to type 60 words per minute.
- Computer proficiency.
- Demonstrates knowledge of the principles of growth and development and demonstrates the skills and competency appropriate to the ages, culture, developmental stages, and special needs of the patient population served.
- Work requires sitting and standing for extended periods of time.
- Certain assignments require the ability to move throughout a building or specific area.
- Work requires occasional bending and pushing wheelchairs.
- Ability to hear well and speak clearly.
Responsibilities
- Coordinate activities of assigned teammates.
- Orient new teammates and provide ongoing training and assessment of staff.
- Train volunteers as appropriate to their assignments.
- Participate in regular staff meetings with Supervisors and Huddle Meetings with teammates.
- Receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner.
- Respond to patient and guest complaints.
- Provide guests with assistance throughout the facility, including directions, patient locations, and location of hospital amenities.
- Assist families in understanding hospital and departmental policies and procedures and promote open communication of information as appropriate.
- Respond as directed to all emergency, crisis, and disaster situations.
- Collect data and documentation that assists in identifying areas needing improved customer service.
- Assist leaders in recommending changes in facility and departmental policy and procedure.
- Facilitate improved customer service by identifying, responding to, and directing complaints, concerns, and compliments to the appropriate staff members and leaders.
- Accurately record and submit all documentation/statistical reports for services provided to patients and families.
Benefits
- Comprehensive suite of Total Rewards
- Well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
