GUEST SERVICES REPRESENTATIVE

Carilion Clinic•Roanoke, VA

1d•Onsite

About The Position

How You’ll Help Transform Healthcare: working four 10 hour days a week, with the hours 5am-3:30pm on a rotation schedule and working some weekends in the rotation. 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. 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

Education: High school diploma or GED required.
Experience: Two years related experience in customer service.
Must have excellent interpersonal skills, hospitable personality, calmness, tact, diplomacy and professionalism in handling all situations.
Must be neat in appearance.
Hospital experience recommended, 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 meeting, greeting, directing and assisting patients and guests
Assist with patient registration process, vendor check-in
Conducts facility tours
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
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
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