Guest Relations Assistant-3

Wheeling Hospital; Wheeling (WV); On-site; USD 28,000 - 34,000; Full time

Job summary

Wheeling Hospital in West Virginia seeks a Guest Relations Assistant to enhance patient and visitor experience by providing accurate information and directing guests to the appropriate services.

A high school diploma is required and you should have at least one year of face-to-face customer service experience. The role involves teamwork, patient confidentiality, and timely, respectful communication in a busy hospital setting.

Qualifications

• High school diploma or equivalent.
• One (1) year of face-to-face customer service experience.
• Ability to screen patients and visitors and direct to appropriate locations.
• Strong communication, interpersonal, and conflict resolution skills.

Responsibilities

• Demonstrates WVU Medicine values and complies with hospital policies.
• Screens patients, visitors, and vendors before entry and directs to services.
• Works with minimal supervision in a fast-paced environment.
• Demonstrates critical thinking in activating Hospital Emergency Response in emergent situations.
• Identifies resources to deal with conflict and maintain patient care quality.
• Keeps up with yearly competencies and department knowledge.

Skills

Communication

Customer service

Conflict resolution

Professionalism

Organizational skills

Education

High school diploma or equivalent

Job description

The Guest Relations Assistant maximizes patient, family physician, and community satisfaction by obtaining and communicating accurate information while understanding the interconnectivity of departments.

Minimum Qualifications

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• High school Diploma or equivalent.

Experience

• One (1) year experience with face-to-face communication with customer service interactions.

CORE DUTIES AND RESPONSIBILITIES:

The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

• Demonstrates behavior consistent with WVU Medicine – Values, Mission, Vision and Operational Model. Abides by the Standards of Performance, Dress Code, and all applicable hospital policies.
• Responsible for the screening of all patients, visitors, vendors before entry into the facility and directing to the appropriate locations of service.
• Works in an anonymous environment with minimal supervision.
• Demonstrates critical thinking in activating Hospital Emergency Response in emergent situations.
• Identifies and utilizes the appropriate resources to deal with conflict, while demonstrating the competency of composure and command skills to ensure timely resolution to issues presented.
• Demonstrates ability to perform and completes yearly competencies.
• Knowledge of or willing to learn locations and an overview of the departments of the organization.

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Cognizant of environmental factors, infection control issues and maintains a safe environment.

Skills And Abilities

• Must maintain a professional appearance while demonstrating exceptional communication skills (i.e. verbal, non-verbal and listening).
• Ability to be scheduled for work based on operational needs of the hospital.
• Possesses the ability to deal tactfully and harmoniously with guests.
• Must be highly motivated, dependable and organized
• Must be able to demonstrate good judgment, maturity and a tactful, assertive personality
• Ability to establish good communication with patients, family members, staff members and the community
• Possess the ability to mentor and train employees to job duties
• Demonstrates knowledge of and follows correct chain of command in handling challenges and issues, including crisis situations
• Ability to organize and prioritize time and tasks to achieve a well-coordinated work effort and to effectively meet work schedules including an ability to integrate multiple factors which may have an impact on patient care
• Knowledge of Medical Terminology.
• Basic Computer Skills.

Additional Job Description

Scheduled Weekly Hours:

36

Exempt/Non-Exempt

Shift:

United States of America (Non-Exempt)

Company

WH Wheeling Hospital Inc.

Cost Center

51 WH Nursing Emergency Services

Address

1 Medical Park Drive

Wheeling

West Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.