Guest Relations Assistant-3

WH Wheeling Hospital Inc.; Wheeling (WV); On-site; USD 17,000 - 22,000; Full time

Job summary

WVU Wheeling Hospital (a WVU Medicine affiliate) seeks a Guest Relations Assistant to enhance patient, family, and community satisfaction. You will gather and relay accurate information, screen entrants, and coordinate with departments to direct people to the right services.

The role emphasizes professional communication, crisis awareness, and a calm, courteous demeanor. The position requires strong verbal skills, a professional appearance, and the ability to handle confidential information with

Qualifications

• Minimum of a high school diploma or equivalent.
• At least 1 year of face-to-face customer service experience.

Responsibilities

• Screen patients, visitors, and vendors prior to entry and direct to the appropriate service location.
• Maintain professionalism with minimal supervision in an anonymous environment.
• Demonstrate crisis awareness and appropriate use of resources to resolve issues promptly.
• Communicate effectively to support patient and community satisfaction.

Skills

Customer service

Verbal communication

Professional appearance

Conflict resolution

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

• High school Diploma or equivalent.

Experience

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

Core Duties and Responsibilities

• 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.

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.

Working Environment

• 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 Shift: Exempt/Non-Exempt: 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.

The West Virginia University Health System is a West Virginia-based academic health system that provides the full continuum of healthcare services at 30 hospitals in West Virginia, Pennsylvania, Ohio, and Maryland. With more than 47,000 employees, of which 7,200 are providers, and $10 billion in total operating revenues, the WVU Health System is anchored by an 890-bed academic medical center and the 150-bed WVU Medicine Golisano Children’s Hospital in Morgantown, West Virginia. Together, the Health System’s hospitals, clinics, and specialty programs provide a comprehensive continuum of care, ranging from community-based primary and specialty services to highly complex, quaternary care and post‑acute care.