Lead Guest Services Representative

Advocate Health•High Point, NC

23h•$22 - $33•Onsite

About The Position

The Lead Guest Services Representative coordinates activities of assigned teammates and helps ensure courteous, professional service for patients, healthcare team members, and hospital guests. The role provides facility assistance and directions, helps families understand hospital and departmental policies, responds to complaints and concerns, and supports customer-service improvement. The representative also orients and trains teammates and volunteers as appropriate, participates in staff and huddle meetings, responds as directed to emergency situations, gathers service-related data, and completes required documentation and statistical reports. The position is based at High Point Medical Center and is scheduled Monday through Friday, 9:00 a.m. to 5:30 p.m., for 40 hours per week. It requires a high school diploma or GED, a valid driver's license, Basic Life Support certification, completion of an annual defensive driving course, the ability to type 60 words per minute, and computer proficiency. The role involves handling protected health information only as necessary for work purposes and in accordance with need-to-know access limits.

Requirements

High school diploma or GED.
Valid driver's license.
Basic Life Support certification.
Completion of an annual defensive driving course.
Ability to type 60 words per minute.
Computer proficiency.
Knowledge of growth and development principles and skills appropriate to the ages, cultures, developmental stages, and special needs of the patient population served.
Ability to sit and stand for extended periods; some assignments require moving throughout a building or specific area.
Ability to occasionally bend and push wheelchairs.
Ability to hear well and speak clearly.

Responsibilities

Coordinate activities of assigned teammates.
Orient new teammates and provide ongoing staff training and assessment; 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.
Assist guests throughout the facility with directions, patient locations, and hospital amenities.
Help families understand hospital and departmental policies and procedures, promoting open communication of information as appropriate.
Respond as directed to emergency, crisis, and disaster situations.
Collect data and documentation to identify areas needing improved customer service, and assist leaders in recommending changes to facility and departmental policies and procedures.
Identify, respond to, and direct complaints, concerns, and compliments to appropriate staff members and leaders to facilitate improved customer service.
Accurately record and submit documentation and statistical reports for services provided to patients and families.