Guest Relations Rep

About the role

Sentara Norfolk General Hospital is hiring a full-time, rotating-shift Guest Relations Representative for the Guest Services Department to provide excellent customer service and wheelchair assistance. The Guest Relations Representative is a liaison between patients, families, visitors, and hospital and medical team members.

Responsible for providing a welcoming and genuine environment and addressing concerns to ensure a smooth and comfortable experience for patients. Responsible for verifying patient registration and escorting patients and guests to their destination by walking or use of a wheelchair.

Responsibilities

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Responds promptly to patient, family and team member requests.
• Assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs.
• Collects data and documentation to assist in the identification of areas needing improved customer service.
• Assists leaders in recommending changes in facility and departmental policy and procedure.
• Facilitates improved customer service by identifying, investigating and directing complaints, concerns and compliments to the appropriate team members and leaders.
• Records and submits all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc.
• Assists the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans and quality guidelines.
• Maintains close communication with leaders regarding the department and problem areas.
• Requests assistance as needed for additional team members or other resources.
• Clerical handling of departmental, hospital and organizational reports and forms.
• Assists leadership team with the orientation, daily activities and evaluation of volunteers and interns.

Requirements

• High School Grad or Equivalent (Required)
• 1 year of customer service experience (Required)
• Previous Healthcare/Hospitality experience (Preferred)
• Experience with performing basic data entry tasks, filing, photocopying, and providing excellent customer service (Preferred)

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000 Reimbursement for certifications and free access to complete CEUs and professional development
• Pet Insurance
• Legal Resources Plan

Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.