Guest Services Representative | Riverside

Employment Status:
Full time

Shift: Day (United States of America)
Facility: 3 Riverside Cir - Roanoke
Requisition Number: R161170

• Proactively meet, greet, direct and assist patients and guests ensuring a seamless flow of operations and a safe environment.
• Assist with patient registration, vendor check‑in, conduct facility tours, and perform notary acts and other business services.
• Direct and check in patients via Patient Access using Epic, Spark, Excel, CWS‑Teletracking and Teletracking Bed Board.
• Work closely with volunteers, provide concierge services, manage lost and found items, mail, and personal belongings.
• Manage patient, visitor, and guest access and flow from entry to service area; serve as liaison between families and staff.
• Support access management and weapon detection activities to maintain a safe work and care environment.
• De‑escalate situations with displeased patients or guests; report complaints, thefts, violence, and other issues to Patient Advocacy and Security.
• Assist Materials Management with vendor check‑in via the Reptrax program.
• Conduct facility tours for students, prospective staff, and OB parents; coordinate dates with department managers.
• Verify and arrange shuttle transportation for incoming patients via Epic, Web Exchange, and Shuttle Tracker.
• Serve as public way‑finder for Carilion facilities; report maintenance or housekeeping issues.
• Assist Eligibility Assistance in handling financial aid forms and routing to CASB.
• Communicate with customers and staff at all levels within Carilion.

Access to confidential information is required for performance. Suggest cost containment initiatives in immediate work unit/department. Work involves application of basic knowledge and advanced skills; follows set guidelines and precedents in compliance. Duties may be complex and non‑routine. Resolves most issues and problems but refers the most complex issues and problems to the supervisor. Under general supervision. Moderate probability that errors in work are detected.

Moderate impact of undetected errors to safety, legal compliance, confidentiality, fiscal health and patient care. Impact of errors is usually system‑wide and less than $2M.

• Education:
  
  High school diploma or GED required.
• Experience:
  
  Two years related experience in customer service.
• Skills:
  
  Excellent interpersonal skills, hospitable personality, calmness, tact, diplomacy and professionalism; neat appearance; basic typing skills; ability to use computer terminal; proficient with office equipment; ability to perform functions within 90 days with minimal supervision; dependable, accessible, and occasionally available on‑call.
• Preferred:
  Hospital experience recommended.

• Comprehensive Medical, Dental, & Vision Benefits
• Employer‑Funded Pension Plan (vested after five years) and voluntary 403B
• Paid Time Off (accrued from day one)
• On‑site fitness studios and discounts to Carilion Wellness centers
• Access to health and wellness app, Personify Health
• Childcare discounts
• Continued education and training

Carilion Clinic is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veteran status.

Carilion is a Drug‑Free Workplace.