Guest Services Representative Emergency Department

CP01 Carilion Medical Center; Roanoke (VA); On-site; USD 42,981,000 - 60,477,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, & V

Paid Time Off

Onsite fitness studios and discounts

Health and wellness app access

Discounts on childcare

Continued education and training

Job summary

Carilion Clinic in Roanoke is seeking a Guest Services Representative for the Emergency Department. You will welcome patients and guests, guide flows, assist with registration, and coordinate with volunteers and staff to ensure smooth operations.

Responsibilities include not only front-desk duties but also notary services, shuttle coordination, and basic concierge tasks, using Epic, Spark, Excel, and Teletracking tools.

Qualifications

• Two years related experience in customer service.
• High school diploma or GED is required.

Responsibilities

• Proactively meet, greet, direct and assist patients and guests.
• Assist with patient registration process and vendor check-in.
• Conduct facility tours and coordinate with managers for tour dates.
• Manage Volunteers and provide back-up coverage for Gift Shop/Bookstore.
• Direct and check in patients with Patient Access using Epic, Spark, Excel, CWS-Teletracking and Teletracking Bed Board.
• Provide Notary services and concierge-style assistance; handle lost and found items and mail routing.
• Verify shuttle transportation for incoming patients via Epic, Web Exchange and Shuttle Tracker.

Skills

Customer service

Interpersonal skills

Professionalism

Education

High school diploma or GED

Tools

Epic

Spark

Excel

CWS-Teletracking

Teletracking Bed Board

Job description

Employment Status: Full time Shift: Day/Evening (United States of America) Facility: 1906 Belleview Ave SE - Roanoke Requisition Number: R162042 Guest Services Representative Emergency Department (Open)

How You’ll Help Transform Healthcare: 9a-7:30p Responsible for proactively meeting, greeting, directing and assisting patients and guests. Ensures a seamless flow of operations into facility. Assist with patient registration process, vendor check-in, conducts facility tours, and performs Notary acts as well as other business services. Works closely with and manages Volunteers. Manages patient flow from point of entry to service area. Serves as liaison between patient families and staff. Welcomes, greets and assists patients and guests. Uses patient identifiers to effectively route individuals. Directs and checks in patients with Patient Access department using programs Epic, Spark, Excel, CWS-Teletracking and Teletracking Bed Board. Performs business and concierge type services for patients, guests and staff such as Notary assistance, managing lost and found items, receiving and routing dropped off mail, Fed Ex and UPS items, as well as personal belongings. De-escalates situations with displeased patients or guests. Works closely with Patient Advocacy and Security reporting complaints, no-news issues, thefts, violence, locked or lost cars, dead batteries, etc. Serves as Sales Associate; provides back-up coverage for CRMH Gift Shop and JCHS Bookstore, as well as assisting volunteers with flower, gift and newspaper deliveries. Serves as Sales Associate; provides back-up coverage for CRMH Gift Shop and JCHS Bookstore, as well as assisting volunteers with flower, gift and newspaper deliveries. Conducts facility tours for area students, future staff and expecting OB parents and coordinates with authorized department managers and schedules tour dates and times. Verify, direct and if needed, plan shuttle transportation for incoming patients via Epic, Web Exchange and Shuttle Tracker programs.

What We Require:

Education: High school diploma or GED required.

Experience: Two years related experience in customer service.

Other Minimum Qualifications: Must have excellent interpersonal skills, hospitable personality, calmness, tact, diplomacy and professionalism in handling all situations. Must be neat in appearance. Hospital experience recommended, basic typing skills required. Ability to use computer terminal to access information. Proficient in office equipment. Ability to perform all functions of this position within 90 days with minimal supervision. Dependable, accessible, and occasionally available for an on-call basis.

Compensation Range: $15.00 - $21.07 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace.

For more information on E-Verify:

Benefits, Pay and Well-being at Carilion Clinic

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away. When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training

In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Join an organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, fully dedicated, and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.