Guest Services Representative - Per Diem (varies) CMC

Per Diem Guest Services Representative

Atlantic Health Chilton Medical Center is looking for an enthusiastic and dedicated individual to fill the role of Per Diem Guest Services Representative. This position is essential for warmly welcoming our patients and visitors while ensuring adherence to health protocols. Required hours vary including every other weekend (may require evening or holiday shifts depending on site needs). Starting rate: $20.83/hr.

Essential Function/Responsibilities:

• Courteously greets everyone requesting to enter the facility, acts as the first point of contact and creates first impression on the visitors.
• Collects required identification and follows screening protocols.
• Documents according to CDC Guidelines.
• Provides direction, guidance, and information pertaining to the facility.
• Handles and routes all incoming phone calls/mails.
• Supports other administrative staff with support overflow work, including word processing, data entry and internet research tasks.
• Must be able to manage multiple inquiries in a calm and professional manner.
• Able to multitask and be flexible with facilitating inquiries for patients, visitors, and family members.
• Demonstrated empathy, professionalism, and emotional intelligence.
• Performs other related duties as assigned.

Patient Rounding & Engagement

• Conduct daily inpatient rounds using the Huron platform or designated tools.
• Prioritize rounding on newly admitted patients, patients nearing discharge, or those with unresolved issues.
• Introduce self, explain the liaison role, and ask structured experience-based questions to assess satisfaction and address needs.
• Provide comfort items (e.g., tissues, blankets, reading materials) and coordinate additional support as needed.
• Document each encounter in real time, noting concerns, compliments, and follow-up required.

Real-Time Service Recovery

• Address minor, non-clinical issues independently (e.g., comfort items, communication delays).
• Use critical thinking and a standardized responsibility matrix to escalate concerns to Patient Experience, Patient Relations, or Risk.
• Follow up on open items and ensure resolution is communicated to the patient or family.
• Act as a liaison between departments (e.g., Food Services, Plant Engineering, Environmental Services) to resolve service-related concerns.

Discharge Experience

• Visit patients nearing discharge to confirm needs are met and prepare them for survey participation.
• Ensure patients have the information and support they need to leave the hospital with confidence.
• Encourage patients/families to share feedback on their experience through formal, post-discharge surveys.
• Escort discharged patients when appropriate and reinforce appreciation of their feedback on their experience through formal, post-discharge surveys.

Collaboration, Communication & Culture

• Partner closely with nursing, unit leaders, and clinical staff to support a unified, patient-centered approach.
• Maintain ongoing communication with the Patient Experience team, reporting themes and unresolved concerns.
• Support unit-based recognition efforts by capturing staff compliments and facilitating celebrations or thank-you notes.
• Participate in unit huddles, interdisciplinary meetings, and Patient Experience committees as needed.

Qualifications/Requirements:

• To provide a safe environment to our patients, we require that all candidates must be able to read, write and speak English.
• HS Diploma or GED equivalent required.
• Associate degree preferred.
• Candidate must possess strong communication and de-escalation skills, demonstrated empathy, professionalism, and emotional intelligence.
• Ability to navigate hospital units, maintain composure under pressure, and work both independently and collaboratively.
• Must be able to stand for extended periods and remain attentive to visitor needs. (Frequent walking, standing and bedside interaction).
• Must be able to lift, push, pull up to 50lbs including but not limited to pushing wheelchairs.

Relevant Experience:

• Proficient with documentation systems and mobile rounding tools (e.g., Microsoft Office, Huron, Epic, or CRM platforms) preferred.
• 2-5 years' experience in customer service, hospitality, or patient-facing healthcare role is strongly preferred.
• Retail experienced preferred.
• Bilingual a plus (preferred).
• Experience with service recovery, patient advocacy, or real-time issue resolution strongly preferred.