Guest Services Specialist

Summary

The Guest Services Specialist serves as the first point of contact for visitors and patients of UNC Hospitals, offering premium customer service at the entrances, information desks, valet drops, ACC, and Emergency Department.

Responsibilities

• Greets all visitors, patients, and UNCH team members arriving and departing from the facility.
• Assists people into and out of their vehicles and into wheelchairs, as necessary, and into the facility.
• Checks patient appointment information, as requested, in Epic, and offers instructions on where and how to proceed.
• Issues Fast-Pass temporary IDs to approved visitors.
• Utilizes patient inquiry systems and in accordance with HIPAA laws and hospital guidelines, locates inpatient and outpatient information to share with inquiring patients and visitors.
• Answers questions about a large variety of locations and services throughout the medical center, and offers directions accordingly.
• Maintains various daily hospital census reports by printing and filing copies of such data into the binders at the information desks.
• Updates visitation logs throughout the day and files completed logs appropriately.
• Provides wheelchair transport of patients and visitors, as needed and/or requested, to and from designated areas within the facility.
• Performs inpatient discharges by logging into Epic’s transport system.
• Assists departing patients and visitors with driving directions, bus and shuttle schedules, valet and parking information, hotel options, and other general information, as requested.
• Maintains the tidiness of the information desks and lobbies to ensure the safety of our workspace.
• Responds to all Code Blue, Behavioral Response, and Code Medic emergencies that occur in outpatient and any other locations outside of inpatient rooms, with a stretcher or wheelchair, code bag, and other necessary equipment.
• Assists visitors and patients as they enter and exit through the Emergency Department.
• Watches over the ED waiting room to help ensure the comfort and safety of patients and visitors, and to prevent patient elopement.
• Greets and assists visitors and staff at the Ambulatory Care Center by screening and checking all patient appointments in Epic.
• Provides wheelchair assistance to patient and visitors, as needed.

Requirements

• High School diploma or equivalent.
• No licensure or certification required.
• No prior experience required.
• Must be resourceful and possess strong communication skills.
• Must be comfortable with online computer applications.

Qualifications

• Education Requirements: High School diploma or equivalent.
• Licensure/Certification Requirements: No licensure or certification required.
• Professional Experience Requirements: No prior experience required.
• Knowledge/Skills/and Abilities Requirements: Must be resourceful and possess strong communication skills. Must be comfortable with online computer applications.