Guest Relations Specialist - FT Days

Hugh Chatham Health; Charlotte (NC); On-site; USD 62,609,000 - 93,985,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Flexible Spending Accounts (FSA)

Adoption assistance

Employer retirement plan

Job summary

Advocate Health’s Guest Services department in Charlotte, NC seeks a full-timeGuest Services Associate to assist guests, coordinate with patients and families, and support the smooth operation of the front-end experience. The role requires strong customer service and the ability to handle inquiries with care and professionalism.

The position offers a 40-hour work week (Mon-Fri, 7am-4:30pm) with benefits eligibility and a pay range listed from $21.85 to $32.80 per hour.

Qualifications

• High School diploma or equivalent required.
• Bachelor's degree preferred.
• Experience in healthcare and/or customer service preferred.

Responsibilities

• Provides guests with assistance throughout the facility, directions and facility amenities.
• Communicates in a courteous and effective manner, ensuring clarity and confirming understanding.
• Provides personal attention, uses teamwork, and facilitates referrals and services as needed.
• Monitors waiting rooms and helps families locate patients, communicating with healthcare staff as needed.
• Responds to emergencies, crises, and disasters as directed.
• Maintains training related to Service Excellence and Performance Improvement Initiatives.
• Collects data to identify areas for improved customer service and suggests policy improvements.
• Records and submits documentation and reports for patients and families (e.g., transportation vouchers).
• Supports ongoing evaluation of the Guest Relations Program and quality guidelines.
• Keeps in touch with Guest Relations Manager to address issues and request resources.
• Performs notarizations for healthcare documents following applicable laws.

Education

High School diploma or equivalent

Bachelor's degree preferred

Healthcare and/or customer service experience preferred

Job description

Department

11611 Atrium Health Pineville - Guest Services

Status

Full time

Benefits Eligible

Yes

Hours Per Week

40

Schedule Details/Additional Information

Monday-Friday
7am-4:30pm

Pay Range

$21.85 - $32.80

Essential Functions

• Provides guests with assistance throughout the facility: directions, patient locations, location of hospital amenities.
• Communicates in a courteous and effective manners; ensures the information is communicated in a clear and precise manner while confirming the guests understanding of the information provided; listen to complaints with a calm, composed and positive demeanor.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service; responds promptly to patient, family and staff requests; assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs; may include services for patients and families under the Americans with Disabilities Act (ADA) and those with limited English proficiency (LEP); considers and utilizes the most cost-effective measures to meet these needs and improved customer service.
• Supervises waiting rooms as requested; Maintains knowledge of the location of family members and facilitates communication between the family and healthcare professionals; assists the family in locating the patient as he/she moves through the healthcare system; communicates condition reports to callers per departmental policy; maintains a clean and safe environment in the family waiting areas by utilizing Environmental and Security Services.
• Responds as directed to all emergency, crisis and disaster situations.
• Maintains appropriate training related to Service Excellence and Performance Improvement Initiatives.
• Collects data and documentation that assists in the identification of areas needing improved customer service. Assists leaders with recommendations to change facility and departmental policies and procedures.
• Accurately records and submits all documentation/statistical reports for services provided to patients and families; includes transportation vouchers, bus passes, emergency clothing.
• Assists leaders with the ongoing evaluation of the Guest Relations Program, customer satisfaction, development of personal and departmental educational plans and quality management guidelines.
• Maintains close communication with the Guest Relations Manager regarding the Guest Relations Department and problem areas; requests assistance as needed from the Guest Relations Manager and Supervisors for additional personnel or resources.
• Performs notarizations for Healthcare Power of Attorney, Living Wills and any other pertinent healthcare document as appropriate following applicable state Notary Laws and Regulations.

Physical Requirements

Work requires walking, sitting, lifting and reaching. May come in contact with patients, families and their personal belongings including those contaminated with infectious and blood-borne pathogens. Must lift a minimum of 50-lbs. for moving and lifting patients in/out of wheelchairs. Must have the ability to clearly communicate in English. Intact sense of sight and hearing is required. Must be able to be mobile within the entire healthcare provider system.

Educational Experience

High School diploma or equivalent required. Bachelor's degree preferred. Experience in healthcare and/or customer service preferred. Equivalent combination of education and experience will be considered.

Our Commitment To You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits And More

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.