Visitor Management Representative

Baptist Health; Lexington (KY); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health, Vision, Dental Insurance

Life Insurance

Disability Insurance

Tuition Reimbursement

Maternity/Paternity Leave

Paid Time Off

Bereavement Leave

PTO Sell Back Program

PTO Donation

Employee Support Fund

Retirement with Company Match

Job summary

Baptist Health in Lexington, KY seeks a Visitor Management Representative to deliver exceptional customer service while supporting hospital security and visitor management. You will verify identities, screen access to secured areas, and monitor entry points, coordinating with Security and nursing teams as needed.

The role emphasizes professional communication, calm service, and adherence to visitation policies. A HS diploma and about one year of related experience are required.

Qualifications

• The role requires a high school diploma or equivalent and about one year of related experience.

Responsibilities

• Welcome patients, visitors, vendors, contractors, and guests in a professional, courteous manner.
• Verify visitor identity and enforce hospital visitation policies.
• Screen visitors for access to secured units and monitor entrances.
• Respond to security-related inquiries and report hazards to Security.
• Assist with after-hours visitor access procedures and wayfinding.
• Coordinate with Security and nursing units on visitation requests.

Skills

Customer service

Security awareness

Communication

Problem solving

Education

High School Diploma or Equivalent

Job description

Summary

The PBX/Switchboard Department serves as the hospital's central communication hub, providing 24/7 support for patients, visitors, and staff. The team manages incoming calls, emergency communications, overhead paging, and critical notifications while delivering exceptional customer service and ensuring timely, accurate communication across the organization.

Job Description

The Visitor Management Representative is responsible for providing exceptional customer service while supporting the hospital's physical security and visitor management program. This position serves as the first point of contact for patients, visitors, vendors, contractors, volunteers, and guests entering the facility. The Visitor Management Representative verifies visitor identity, screens visitors accessing secured areas/units, and ensures compliance with hospital security policies. The Visitor Management Representative will also monitor security cameras for entry points into the facility as well as entrances to their designated unit of work. The Visitor Management Representative works with Security to identify hazards and potential security threats to the facility. In such instances, the Visitor Management Representative will ensure that prompt, appropriate notifications are made to Security, the Clinical House Supervisor, Emergency Services, and/or any other intervening bodies as applicable.

• Welcome all patients, visitors, vendors, contractors, and guests in a professional, courteous, and compassionate manner.
• Provide excellent customer service while maintaining security awareness.
• Answer questions and provide directions throughout the hospital.
• Assist visitors with wayfinding and general hospital information.
• Resolve routine visitor concerns and refer complex issues to Security or department leadership.
• Maintain a calm, respectful and service-oriented environment for all visitors.
• Enforce hospital visitation policies in regard to patient units as well as the facility.
• Verify visitor authorization for restricted nursing units.
• Deny entry when visitors fail to meet established security or visitation requirements.
• Identify and report suspicious activity to Security immediately.
• Assist with after-hours visitor access procedures.
• Coordinate with Security regarding visitor issues requiring intervention.
• Communicate effectively with nursing units regarding visitation requests.
• Maintain positive working relationships with Patient Access, Nursing, Administrative personnel, and any other department.

Job Requirements

• High School Diploma or Equivalent
• One-Year related experience

Benefits

• Health, Vision, Dental, and Pet Insurance
• Life Insurance
• Short Term and Long-term Disability and Life Insurance
• Identity Theft Protection
• Tuition Reimbursement up to $6,000 annually
• Company paid Maternity and Paternity Leave
• 5 days of Paid Time Off available upon hire
• Bereavement Leave (includes pets)
• PTO Sell Back Program
• Compassionate Leave Sharing Program (PTO Donation)
• Employee Support Fund, for employees in need of emergency financial assistance
• Retirement with Company Match

Baptist Health is an Equal Employment Opportunity employer.