GUEST SERVICES REPRESENTATIVE

Carilion Clinic•Roanoke, VA

15h•Onsite

About The Position

Responsible for proactively meeting, greeting, directing and assisting patients and guests. Ensures a seamless flow of operations into facility. 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 manages Volunteers. Manages patient flow from point of entry to service area. Serves as liaison between patient families and staff. Welcomes, greets and assists patients and guests. Uses patient identifiers to effectively route individuals. 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. Serves as Sales Associate; provides back-up coverage for CRMH Gift Shop and JCHS Bookstore, 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.

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.

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.
Assist with patient registration process and vendor check-in.
Conduct facility tours.
Perform Notary acts and other business services.
Work closely with and manage Volunteers.
Manage patient flow from point of entry to service area.
Serve as liaison between patient families and staff.
Use patient identifiers to effectively route individuals.
Direct and check in patients with Patient Access department.
Perform business and concierge type services for patients, guests and staff.
De-escalate situations with displeased patients or guests.
Work closely with Patient Advocacy and Security.
Serve as Sales Associate; provide back-up coverage for Gift Shop and Bookstore.
Assist volunteers with flower, gift and newspaper deliveries.
Conduct facility tours for students, future staff and expecting OB parents.
Coordinate with authorized department managers and schedule tour dates and times.
Verify, direct and plan shuttle transportation for incoming patients.