Guest Relations Specialist - FT Days

Department: Atrium Health Pineville – Guest Services. Full-time, benefits-eligible, 40 hours per week.

Schedule

Monday–Friday, 7:00 am–4:30 pm.

Pay

$21.85 – $32.80 per hour.

Responsibilities

• Provide guests with assistance throughout the facility: directions, patient locations, and hospital amenities.
• Communicate courteously and effectively; convey information clearly and precisely while confirming guest understanding; listen to complaints with a calm, composed, and positive demeanor.
• Give personal attention, take personal responsibility, and use teamwork when providing guest service; respond promptly to patient, family, and staff requests.
• Assist in identifying patient and family needs and secure appropriate referrals, solutions, and services, including ADA accommodations and limited English proficiency (LEP) services; consider cost-effective measures to meet needs and improve customer service.
• Supervise waiting rooms as requested; maintain knowledge of family member locations and facilitate communication between families and healthcare professionals; assist families in locating patients as they move through the healthcare system.
• Communicate condition reports to callers per departmental policy; maintain a clean and safe environment in family waiting areas using Environmental and Security Services.
• Respond as directed to all emergency, crisis, and disaster situations.
• Maintain appropriate training related to Service Excellence and Performance Improvement initiatives.
• Collect data and documentation to identify areas needing improved customer service; assist leaders with recommendations to change facility and departmental policies and procedures.
• Accurately record and submit all documentation/statistical reports for services provided, including transportation vouchers, bus passes, and emergency clothing.
• Assist leaders with ongoing evaluation of the Guest Relations Program, customer satisfaction, development of personal and departmental educational plans, and quality management guidelines.
• Maintain close communication with the Guest Relations Manager regarding department operations and problem areas; request assistance for additional personnel or resources as needed.
• Perform notarizations for Healthcare Power of Attorney, Living Wills, and other pertinent healthcare documents following applicable state notary laws and regulations.

Requirements

• Work requires walking, sitting, lifting, and reaching.
• May come in contact with patients, families, and their personal belongings, including those contaminated with infectious and blood-borne pathogens.
• Must lift a minimum of 50 lbs for moving and lifting patients in/out of wheelchairs.
• Must have the ability to clearly communicate in English.
• Intact sense of sight and hearing required.
• Must be able to be mobile within the entire healthcare provider system.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• Experience in healthcare and/or customer service preferred.
• Equivalent combination of education and experience will be considered.

Benefits

• Paid Time Off programs
• Health and welfare benefits: medical, dental, vision, life, and short- and long-term disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits: adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Eligibility for programs may depend on FTE or status (full-time, part-time, per diem, temporary, etc.); confirm details with a recruiter during the interview.

About the Organization

Advocate Health is the third-largest nonprofit, integrated health system in the United States, formed from the combination of Advocate Aurora Health and Atrium Health. It provides care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia, and Alabama; and Aurora Health Care in Wisconsin. Headquartered in Charlotte, North Carolina, Advocate Health serves nearly 6 million patients, engages in hundreds of clinical trials and research studies with Wake Forest University School of Medicine as its academic core, and is nationally recognized for expertise in cardiology, neurosciences, oncology, pediatrics, rehabilitation, organ transplants, burn treatments, and specialized musculoskeletal programs. The system employs 155,000 teammates across 69 hospitals and over 1,000 care locations, offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs, and provides more than $6 billion in annual community benefits.