Guest Services Representative

3 weeks ago

Roanoke, Virginia, United States Carilion Clinic Full time
About the Role:

We are seeking a skilled Guest Services Representative to join our team at Carilion Clinic. In this role, you will be responsible for providing exceptional customer service to patients, guests, and staff. Your primary focus will be on ensuring a seamless flow of operations within the facility, while also providing support with patient registration, vendor check-in, and other business services.

Key Responsibilities:
  • Manage patient flow from point of entry to service area, serving as a liaison between patient families and staff.
  • Direct and check in patients with the Patient Access department using various programs, including Epic, Spark, and Teletracking.
  • Perform business and concierge-type services for patients, guests, and staff, such as Notary assistance, managing lost and found items, and receiving and routing dropped-off mail and packages.
  • De-escalate situations with displeased patients or guests, working closely with Patient Advocacy and Security to report complaints and issues.
  • Provide backup coverage for the CRMH Gift Shop and JCHS Bookstore, as well as assist volunteers with flower, gift, and newspaper deliveries.
  • Conduct facility tours for area students, future staff, and expecting OB parents, coordinating with authorized department managers and scheduling tour dates and times.
  • Verify, direct, and plan shuttle transportation for incoming patients via Epic, Web Exchange, and Shuttle Tracker programs.
Requirements:

We require a high school diploma or GED, as well as two years of related experience in customer service. You must have excellent interpersonal skills, a hospitable personality, and the ability to handle all situations with calmness, tact, and diplomacy. Basic typing skills and proficiency in office equipment are also necessary. Ability to perform all functions of this position within 90 days with minimal supervision is required.

About Carilion Clinic:

Carilion Clinic is a not-for-profit, mission-driven health system built on progress and partnerships. We are a courageous team that is always learning, never discouraged, and forever curious. Our organization is headquartered in Roanoke, Va., and we offer a robust system of award-winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

We are an equal opportunity employer and a drug-free workplace. We welcome applicants from diverse backgrounds and are committed to creating an inclusive environment that values and respects all individuals.

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