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 address 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. 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.
High School Grad or Equivalent (Required)
Experience1 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)
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