Guest Relations Associate

Children's Hospital Colorado; Aurora (CO); On-site; USD 60,000 - 80,000; Full time

Job summary

A healthcare facility in Aurora, Colorado is seeking a Guest Relations Associate to provide high-level customer service and support to patients and families. Responsibilities include visitor screening, managing visitor records, and ensuring a positive experience for all visitors. The ideal candidate has experience in customer service, is professional, and is capable of handling difficult situations with empathy and tact. This full-time position offers a competitive salary and benefits package.

Benefits

Competitive pay

Paid time off

Medical/dental/vision insurance

Retirement savings with employer match

Professional development tools

Qualifications

• Minimum one year of administrative or clerical experience in a customer service environment.
• Relevant Associates or Bachelor's degree may substitute for required experience.

Responsibilities

• Perform health screening for all visitors.
• Verify visitor status and create visitor badges.
• Provide high level customer service support.
• De-escalate difficult situations with patients and families.
• Escort visitors to their destinations.

Skills

Customer service

Communication

Conflict resolution

Education

High School Diploma or Equivalent

Tools

Visitor Management System

Epic

Job description

Job Overview

The Guest Relations Associate provides high level customer service support to patients, family members, and visitors while performing the tasks of checking in and health screening all visitors to Children's Hospital Colorado (CHCO) facilities.

The Guest Relations Associate facilitates the Patient-Family Experience across the enterprise and is responsible for ensuring that visitors to the hospital are pre-approved and guided to the appropriate location. Duties may include, but are not limited to, greeting and directing patients and families to their destination; utilizing the Visitor Management System to verify visitor status and generate visitor badges; accessing Epic to confirm visitor authorization; and de-escalating difficult situations with patients, families, and visitors. This position also maintains the orderly, professional, efficient operation of the hospital's Visitor Management Program under minimal supervision.

Department Name: Visitor Management
Job Status: Full time, 40 hours per week.
Shift: Day, Monday - Thursday 9:00am - 7:30pm, weekend and holiday commitment.

Essential Functions

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.

• Ensures every visitor completes mandatory health screening and is cleared to continue to proceed through facility; records health screening for all visitors in Visitor Management System.
• Utilizes the Visitor Management System to verify visitor status and create visitor badges as appropriate.
• Serves as an ambassador for CHCO by providing high level customer service support and assistance to patients, families, visitors and internal team members. Models respect, courtesy, and professionalism at all times.
• Adheres to and enforces expectations regarding visitors to the hospital as outlined in the Visitor Access Policy and Procedures document; verifies authorized visitors in the medical record system (Epic) and begins patient registration process as applicable.
• Provides first level de-escalation of difficult situations with patients, families, and visitors. Supports patient safety by adhering to and enforcing all infection control policies and safety guidelines; keeps all immediate areas clean and organized.
• Escorts all visitors to their destination.

Minimum Qualifications

Education: High School Diploma or Equivalent

Experience: One year of administrative/clerical experience in a customer service environment.

Equivalency: A relevant Associates or Bachelors degree may substitute for the required experience on a year for year basis.

Salary Information
Pay is dependent on applicant's relevant experience.
Hourly Range: $18.26 to $27.40

Benefits Information
Here, you matter. As a Children's Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children's Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.

EEO Statement
It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.