Guest Services Rep

Carilion Franklin Memorial Hospital•Rocky Mount, NC

11h•Onsite

About The Position

Responsible for proactively meeting, greeting, directing and assisting patients and guests. Ensures a seamless flow of operations into facility to promote a safe and secure environment. Assist with patient registration process, vendor check-in, conducts facility tours, and performs Notary acts as well as other business services. Works closely with and directs work of volunteers. Welcomes, greets, and assists patients, visitors, and guests. Manages patient, visitor, and guest access and flow from point of entry to service area to support a positive experience. Uses patient identifiers to effectively route individuals. Serves as liaison between patient families and staff. Supports access management and weapons detection activities to promote a safe work and care environment free of unnecessary disruptions. Ensures that visitors and guests on-site for care, support or business reasons are identifiable and reach their destinations. Directs and checks in patients with Patient Access department using programs Epic, Spark, Excel, CWS-Teletracking and Teletracking Bed Board. Performs business and concierge type services for patients, guests and staff such as Notary assistance, managing lost and found items, receiving and routing dropped off mail, Fed Ex and UPS items, as well as personal belongings. De-escalates situations with displeased patients or guests. Works closely with Patient Advocacy and Security reporting complaints, no-news issues, thefts, violence, locked or lost cars, dead batteries, etc. Assists Materials Management checking in visiting vendors through the Reptrax program. Serves as Sales Associate; provides back-up coverage for retail gift shops, as well as assisting volunteers with flower, gift and newspaper deliveries. Conducts facility tours for area students, future staff and expecting OB parents and coordinates with authorized department managers and schedules tour dates and times. Verify, direct and if needed, plan shuttle transportation for incoming patients via Epic, Web Exchange and Shuttle Tracker programs. Serves as public way-finder for Carilion facilities and other public services, such as reporting maintenance or housekeeping issues. Assists Eligibility Assistance department; distributes and receives Financial Aid forms, making copies and routing them to CASB. Communicates regularly with customers and staff at all levels within Carilion. Access and exposure to confidential information is required for the performance of the job. Suggests cost containment initiatives in immediate work unit/department. Work involves application of basic knowledge and advanced skills; follows set guidelines and precedents in the exercise of activities dealing with compliance. Duties may be complex and non-routine. Resolves most issues and problems but refers the most complex issues and problems to the supervisor. Under general supervision. Moderate probability that errors in work are detected. Moderate impact of undetected errors to safety, legal compliance, confidentiality, fiscal health and patient care. Impact of errors is usually system-wide and less than $2M.

Requirements

High school diploma or GED required.
Two years related experience in customer service.
Excellent interpersonal skills.
Hospitable personality.
Calmness, tact, diplomacy, and professionalism in handling all situations.
Neat appearance.
Basic typing skills required.
Ability to use computer terminal to access information.
Proficient in office equipment.
Ability to perform all functions of this position within 90 days with minimal supervision.
Dependable, accessible, and occasionally available for an on-call basis.
Access and exposure to confidential information is required.

Nice To Haves

Hospital experience recommended.

Responsibilities

Proactively meet, greet, direct, and assist patients and guests.
Ensure a seamless flow of operations into the facility to promote a safe and secure environment.
Assist with patient registration process, vendor check-in, and conduct facility tours.
Perform Notary acts and other business services.
Direct the work of volunteers.
Manage patient, visitor, and guest access and flow.
Serve as a liaison between patient families and staff.
Support access management and weapons detection activities.
Ensure visitors and guests are identifiable and reach their destinations.
Check in patients with the Patient Access department using specified programs.
Perform business and concierge services such as Notary assistance, managing lost and found, and handling mail/deliveries.
De-escalate situations with displeased patients or guests.
Report complaints, issues, thefts, violence, etc., to Patient Advocacy and Security.
Check in visiting vendors through the Reptrax program.
Provide back-up coverage for retail gift shops and assist volunteers with deliveries.
Conduct facility tours for students, future staff, and expecting parents.
Verify, direct, and plan shuttle transportation for incoming patients.
Serve as a public way-finder for Carilion facilities and public services.
Distribute and receive Financial Aid forms, making copies and routing them.
Communicate regularly with customers and staff at all levels.
Suggest cost containment initiatives.