Guest Services Representative

Novant Health • Wilmington, NC

258d

About The Position

Novant Health is seeking a Guest Services Representative II. The Guest Services Representative II serves as the role model for service excellence and patient experience. The Guest Service Representative II is responsible for providing caring and compassionate service to patients and their loved ones during many phases of the patient's care and sets the tone for the patient's and guest's remarkable experience. Guest Service Representative II provides support and comfort measures through continual rounding and communication with the clinical team and support services. Maintains a welcoming and safe environment, provides immediate service recovery as needed, and performs various clerical duties as assigned. Coordinates the lost and found process where applicable. This role serves as a partner between the patient and hospital, assisting patients with their rights and needs throughout their visit. The Guest Services Representative II performs duties outlined within the Guest Services Representative role and provides support for this role. The Guest Services Representative must have a comprehensive knowledge of hospital services and facility resources to ensure every guest has a remarkable experience.

Requirements

• High School Diploma or GED, required.
• One to two years of customer service experience, preferably in a healthcare setting, preferred.
• Valid state drivers license for facilities where Valet assistance may be needed, required.
• Strong customer service skills and professional presentation.
• Ability to converse with people of diverse backgrounds and all levels of authority.
• Detail-oriented with problem solving and critical thinking skills.
• Comfortable in patient care areas, including inpatient and emergency departments.
• Ability to function independently with minimal supervision and as part of a team.
• Ability to provide prompt and quick service recovery for patient and visitor complaints.
• Flexibility and adaptability to changing priorities in a fast-paced environment.
• Excellent organizational and time-management skills.
• Familiarity with Microsoft Office and proficient typing skills.

Nice To Haves

• Be a current notary public or be willing to become a notary, if needed.

Responsibilities

• Deliver the most remarkable patient experience in every dimension, every time.
• Foster teamwork, team member engagement, and community involvement.
• Leverage diversity and inclusion in support of quality care.
• Foster a safe patient environment driven by the principles of 'First Do No Harm'.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED