Guest Services Representative

Guest Services Representative

Employment Status:
Full time

Shift: Any day, any shift (United States of America)
Facility: 1906 Belleview Ave SE - Roanoke
Requisition Number: R158467

How You’ll Help Transform Healthcare: working four 10‑hour days a week with a rotation schedule (7:30am – 6pm) and occasional weekends. You will proactively meet, greet, direct and assist patients and guests, ensuring a seamless flow of operations into the facility. Responsibilities include patient registration, vendor check‑in, facility tours, notary acts, and other business services. You will manage volunteers, oversee patient flow from entry to service area, act as liaison between patient families and staff, route individuals using patient identifiers, and check‑in patients with the Patient Access department using Epic, Spark, Excel, CWS‑Teletracking, and Teletracking Bed Board.

You will also perform concierge services such as notary assistance, lost‑and‑found management, mail and package routing, and de‑escalate situations with displeased patients or guests. Additionally, you will collaborate with Patient Advocacy and Security to report complaints, theft, and other incidents, conduct facility tours for students, future staff, and expecting OB parents, and coordinate shuttle transportation via Epic, Web Exchange, and Shuttle Tracker programs.

• Proactively meet, greet, direct, and assist patients and guests
• Ensure a seamless flow of operations into the facility
• Assist with patient registration, vendor check‑in, and facility tours
• Perform notary acts and other business services for patients, guests, and staff
• Manage volunteers and oversee patient flow from entry to service area
• Act as liaison between patient families and staff
• Route individuals using patient identifiers and check‑in patients with the Patient Access department (Epic, Spark, Excel, CWS‑Teletracking, Teletracking Bed Board)
• Provide concierge services: notary assistance, lost‑and‑found, mail/UPS/Fed Ex routing, and personal belongings handling
• De‑escalate situations with displeased patients or guests
• Report complaints and incidents to Patient Advocacy and Security (thefts, violence, locked/lost cars, dead batteries, etc.)
• Conduct facility tours for students, future staff, and OB parents; coordinate tours with department managers
• Plan and verify shuttle transportation for incoming patients via Epic, Web Exchange, and Shuttle Tracker programs

• High school diploma or GED required
• At least two years of related customer‑service experience
• Excellent interpersonal skills, hospitable personality, calmness, tact, diplomacy, and professionalism
• Neat appearance and professional demeanor
• Hospital experience preferred; basic typing skills required
• Proficiency in using a computer terminal to access information
• Knowledge and proficient use of office equipment
• Ability to perform all position functions within 90 days with minimal supervision
• Dependable, accessible, and occasionally available for an on‑call basis

$15.00 – $21.07 per hour. Pay is based on qualifications, credentials, education, and prior work experience. The range excludes benefits or pension plans.

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 veterans status. Carilion is a Drug‑Free Workplace. For more information or special assistance with the online application process, contact Carilion HR Service Center at 800‑599‑2537, 8:00a.m. – 4:30p.m., Monday‑Friday.

For E‑Verify information, visit Carilion E‑Verify.

• Comprehensive Medical, Dental, and 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 opportunities

Recruiter: KATHRYN LUSHER
Email: kjlusher

Headquartered in Roanoke, Va., Carilion offers a robust system of award‑winning hospitals, Level1 and3 trauma centers, Level3 NICU, Institute of Orthopedics and Neurosciences, and multi‑specialty physician practices across southwestern Virginia. Join us and begin a career where innovation, collaboration, and continuous learning are integral.