Guest Relations Rep

Sentara; Norfolk (VA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

Paid Time Off

Parental & Family Caregiver Leave

401k/403B with Employer Match

Tuition Assistance

Job summary

Sentara Norfolk General Hospital is seeking a full-time Guest Relations Representative for the Guest Services Department in Norfolk, VA. The role focuses on delivering exceptional customer service, assisting patients and visitors, and coordinating wheelchair support and directions.

Responsibilities include verifying patient registration, escorting patients, and addressing concerns to ensure a smooth, comfortable visit.

Qualifications

• 1 year of customer service experience required
• High School Diploma or GED required
• Healthcare or hospitality experience preferred

Responsibilities

• Assist patients, families, and guests with directions and wheelchair assistance
• Escort patients to destinations and verify registration
• Address concerns and document feedback to improve service quality
• Coordinate with hospital staff to arrange referrals and transportation as needed

Skills

Customer service

Communication

Teamwork

Education

High School Diploma or GED

Tools

Data entry

Job description

City/StateNorfolk, VAWork ShiftRotatingOverview:Sentara Norfolk General Hospital is hiring a full-time, rotating-shift Guest Relations Representative for the Guest Services Department to provide excellent customer service and wheelchair assistance.Shift/Hours:Full-time, Rotating ShiftsThe Guest Relations Representative is a liaison between patients, families, visitors, and hospital and medical team members. Responsible for providing a welcoming and genuine environment and address concerns to ensure a smooth and comfortable experience for patients.Responsible for verifying patient registration and escorting patients and guests to their destination by walking or use of a wheelchair. Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.Responds promptly to patient, family and team member requests. Assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs. Collects data and documentation to assist in the identification of areas needing improved customer service. Assists leaders in recommending changes in facility and departmental policy and procedure. Facilitates improved customer service by identifying, investigating and directing complaints, concerns and compliments to the appropriate team members and leaders. Records and submits all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc. Assists the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans and quality guidelines. Maintains close communication with leaders regarding the department and problem areas. Requests assistance as needed for additional team members or other resources. Clerical handling of departmental, hospital and organizational reports and forms. Assists leadership team with the orientation, daily activities and evaluation of volunteers and interns.EducationHigh School Grad or Equivalent (Required)Experience1 year of customer service experience (Required)Previous Healthcare/Hospitality experience (Preferred)Experience with performing basic data entry tasks, filing, photocopying, and providing excellent customer service (Preferred)Keywords: Guest Relations Rep, Guest Services, Customer Service, Front Desk, Receptionist.Benefits: Caring For Your Family and Your CareerMedical, Dental, Vision plansAdoption, Fertility and Surrogacy Reimbursement up to $10,000Paid Time Off and Sick LeavePaid Parental & Family Caregiver LeaveEmergency Backup CareLong-Term, Short-Term Disability, and Critical Illness plansLife Insurance401k/403B with Employer MatchTuition Assistance – $5,250/year and discounted educational opportunities through Guild EducationStudent Debt Pay Down – $10,000Reimbursement for certifications and free access to complete CEUs and professional developmentPet InsuranceLegal Resources PlanColleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is metHere at Sentara, we are committed to consistently enhancing our training, advancement tracks, work-life benefits, and more. Our goal is to make you feel more excited to be here every day!Sentara Norfolk General Hospital, located in Norfolk, VA, is a 525-bed tertiary care facility that is home to the only Level I Adult Trauma Center and burn trauma unit in Hampton Roads, and also serves as the primary teaching hospital for Eastern Virginia Medical School.In addition to the high-quality heart program at Sentara Heart Hospital, our facility is home to Nightingale Regional Air Ambulance and several other dedicated facilities and specialized services. As a recognized accredited Comprehensive Stroke Center, and Magnet hospital for nursing excellence, our hospital specializes in heart and vascular, neurosciences, neurosurgery, urology, oncology, spine care, advanced imaging, behavioral health, maternity, and women’s health, including a state-of-the-art neonatal intensive care unit.Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.In support of our mission “to improve health every day,” this is a tobacco-free environment.For positions that are available as remote work, Sentara Health employs associates in the following states:Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.