Guest Relations Liaison

2 weeks ago


Charlotte, North Carolina, United States Atrium Health Full time
Job Summary

Serves as a member of the healthcare team, acting as a liaison between patients, families, visitors, hospital staff, and medical professionals. Provides welcoming and genuine hospitality while exceeding guests' expectations by listening to their needs, identifying problems, and promoting patient care and customer satisfaction through Service Excellence and Service Recovery principles.

Key Responsibilities
  • Assists guests throughout the facility with directions, patient locations, and hospital amenities.
  • Communicates effectively and courteously, ensuring clear and precise information is conveyed while confirming guests' understanding.
  • Provides personal attention, takes responsibility, and utilizes teamwork to deliver exceptional guest service, responding promptly to patient, family, and staff requests.
  • Supervises waiting rooms, maintains knowledge of family members' locations, and facilitates communication between families and healthcare professionals.
  • Responds to emergency, crisis, and disaster situations as directed.
  • Maintains training related to Service Excellence and Performance Improvement Initiatives.
  • Collects data and documentation to identify areas needing improved customer service and assists leaders with recommendations for policy changes.
  • Accurately records and submits documentation/statistical reports for services provided to patients and families.
  • Assists leaders with evaluating the Guest Relations Program, customer satisfaction, and developing personal and departmental educational plans.
  • Performs notarizations for healthcare documents as appropriate, following North Carolina Notary Laws and Regulations.
Physical Requirements

Work requires walking, sitting, lifting, and reaching. May come into 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 is required. Must be able to be mobile within the entire healthcare provider system.

Education and Experience

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.



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