Visitor Management Representative

BHS•Lexington, KY

About The Position

The Visitor Management Representative provides customer service while supporting the hospital’s physical security and visitor management program. This role is a first point of contact for patients, visitors, vendors, contractors, volunteers, and guests entering the facility. The representative verifies visitor identity, screens access to secured areas and units, and ensures compliance with hospital security policies. The role also monitors security cameras at facility entry points and designated-unit entrances, and works with Security to identify hazards and potential threats. When needed, the representative ensures prompt, appropriate notifications are made to Security, the Clinical House Supervisor, Emergency Services, or other applicable parties. The PBX/Switchboard Department is the hospital’s central communication hub, supporting patients, visitors, and staff around the clock through incoming calls, emergency communications, overhead paging, and critical notifications. The department aims to provide exceptional customer service and timely, accurate communication.

Requirements

High school diploma or equivalent.
One year of related experience.

Responsibilities

Welcome patients, visitors, vendors, contractors, and guests professionally, courteously, and compassionately.
Provide excellent customer service while maintaining security awareness.
Answer questions and provide directions throughout the hospital.
Assist visitors with wayfinding and general hospital information.
Resolve routine visitor concerns and refer complex issues to Security or department leadership.
Maintain a calm, respectful, and service-oriented environment for visitors.
Enforce hospital visitation policies for patient units and the facility.
Verify visitor authorization for restricted nursing units.
Deny entry when visitors do not meet established security or visitation requirements.
Monitor security cameras at facility entry points and entrances to the designated unit of work.
Work with Security to identify hazards and potential security threats.
Ensure prompt, appropriate notifications are made to Security, the Clinical House Supervisor, Emergency Services, or other applicable parties when necessary.