Guest Services Representative

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Greets and receives patients, family members, donors and visitors. Under general supervision performs a wide range of duties (process payments, coordinating facility/security issues, tours, resource referrals, assistance with fundraisers, light housekeeping, meal preparation) to provide a positive experience for patients, family members, and visitors during the patient’s hospitalization.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent.

PREFERRED QUALIFICATIONS:

EXPERIENCE:

1. 18 months experience in dealing with the public with an emphasis on customer relations highly desirable.

2. Experience maintaining recordkeeping functions (registrations, waitlist, computer database to keep accurate records).

3. One (1) year office experience including working with computers, data entry, answering phones and dealing with customers face to face.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Greets patients, family, visitors, donors, and volunteers upon arrival. Conducts guest check-ins, gives directions, processes payments, and provides available resources and tours of the facility.

2. Maintains record-keeping functions (registration book, wait list, payment processing, and computer database) to ensure the database and visitor book information is current.

3. Recognizes signs of persons experiencing distress or personal trauma and provides support.  Offers to refer to Hospital chaplain, care management or other departments as needed.

4. Serves as a resource for volunteers, and other health care providers (ex: Doctors, care management, social workers).

5. Contacts community resources and other pertinent sources on family’s behalf.  Provides information about the hospital and surrounding areas and addresses questions and concerns.

6. Serves as a primary coordinator for overnight stays. (Including providing information and/or contacting LogistiCare for WV Medicaid patients).  Coordinates other overnight accommodations for waitlisted families when space is not available.

7. Notes any important occurrences, visitor problems, facilities problems, etc. on the daily log with the time, date, and initials.

8. Notifies appropriate management: Patient Advocate/Off Shift Coordinator/Manager/Director of any accidents, problems or unusual happenings. 

9. Coordinates activities to ensure a pleasant environment for family members by reporting any maintenance needs and restocking supplies as needed.

10. Assists with various aspects of food preparation for meals.  Picks up food donations from Nutrition Services and other departments. Sets up and tears down for dinners and activities.  Loads and unloads food to and from ovens and serves in designated areas.

11. Helps with household chores including, but not limited to loading and unloading the dishwashers and cleaning refrigerators, kitchen cabinets, drawers, light laundry, etc.

12. Provides access and maintains safety of designated area by opening and closing facility at designated times.

13. Assists in maintaining patient satisfaction while keeping staff informed of any potential problems.

14. Provides clerical and administrative support as requested by director.

15. Maintains patient/family confidentiality at all times.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to push or pull in excess of 50 lbs. to move patients or objects.

2. Frequent walking, standing, sitting, stooping, and kneeling.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS AND ABILITIES:

1. Ability to work as a team with other employees and volunteers.

2. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

3. Computer knowledge.

4. Good communication, writing, telephone, and interpersonal skills.

5. Demonstrates maturity, accountability, consideration and courteousness.

6. Ability to multi-task.

Additional Job Description:

This job is on an as-needed basis and will be asked to cover shifts during day and afternoon hours only.

Scheduled Weekly Hours:

2

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

WVUH West Virginia University Hospitals

Cost Center:

502 WVUH Family House

Address:

1 Medical Center DriveMorgantownWest Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.