Guest Services Representative | Riverside 3

CP01 Carilion Medical Center; Roanoke (VA); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, Vision Benefits

Pension Plan (Voluntary)

Paid Time Off

Onsite fitness centers

Well-being app

Discounts on childcare

Continued education and training

Job summary

Carilion Clinic in Roanoke, VA is seeking a Guest Services Representative for Riverside 3. You will greet patients and guests, assist with registration, and perform notary and concierge services to support a positive patient experience.

Responsibilities include directing access, coordinating tours, handling mail and deliveries, and collaborating with Patient Access and Security to promote safety and satisfaction across the facility.

Qualifications

• Education: High school diploma or GED required.
• Experience: Two years related experience in customer service.
• Must have excellent interpersonal skills, hospitable personality, calmness, tact, diplomacy and professionalism.
• Hospital experience recommended, basic typing skills required.
• Ability to use computer terminal to access information.
• Proficient in office equipment.

Responsibilities

• Greet and assist patients and guests to ensure a seamless flow.
• Assist with patient registration and host activities for tours.
• Provide Notary services and handle mail and deliveries as needed.
• Direct and coordinate access and movement via Epic, Spark, Excel, etc.
• Serve as liaison between patients' families and staff; de-escalate issues.

Skills

Customer service

Education

High school diploma or GED

Tools

Epic

Spark

Excel

CWS-Teletracking

Teletracking Bed Board

Job description

Employment Status: Full time Shift: Day (United States of America) Facility: 3 Riverside Cir - Roanoke Requisition Number: R162048 Guest Services Representative | Riverside 3 (Open)

How You’ll Help Transform Healthcare

Responsible for proactively meeting, greeting, directing and assisting patients and guests. Ensures a seamless flow of operations into facility to promote a safe and secure environment. 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 directs work of volunteers. Welcomes, greets, and assists patients, visitors, and guests. Manages patient, visitor, and guest access and flow from point of entry to service area to support a positive experience. Uses patient identifiers to effectively route individuals. Serves as liaison between patient families and staff. Supports access management and weapons detection activities to promote a safe work and care environment free of unnecessary disruptions. Ensures that visitors and guests on-site for care, support or business reasons are identifiable and reach their destinations. 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. Assists Materials Management checking in visiting vendors through the Reptrax program. 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. Serves as public way-finder for Carilion facilities and other public services, such as reporting maintenance or housekeeping issues. Assists Eligibility Assistance department; distributes and receives Financial Aid forms, making copies and routing them to CASB. Communicates regularly with customers and staff at all levels within Carilion. Access and exposure to confidential information is required for the performance of the job.

Suggests cost containment initiatives in immediate work unit/department. Work involved application of basic knowledge and advanced skills; follows set guidelines and precedents in the exercise of activities dealing with compliance. Duties may be complex and non-routine. Resolves most issues and problems but refers the most complex issues and problems to the supervisor.

Under general supervision. Moderate probability that errors in work are detected. Moderate impact of undetected errors to safety, legal compliance, confidentiality, fiscal health and patient care. Impact of errors is usually system-wide and less than $2M.

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.

This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by the incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

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.

Benefits, Pay and Well-being at Carilion Clinic

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.

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.