Guest Services Specialist

Job Description

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

 Job Summary: 

The Guest Services Specialist serves as the first point of contact for visitors and patients of UNC Hospitals, offering premium customer service at the entrances, information desks, valet drops, ACC, and Emergency Department. 

Description of Job Responsibilities: 

1. Positioned at each of the hospital entrances, greets all visitors, patients, and UNCH team members arriving and departing from the facility. 
2. Positioned outside at the valets and hospital entrances, assists people into and out of their vehicles and into wheelchairs, as necessary, and into the facility. 
3. Checks patient appointment information, as requested, in Epic, and offers instructions on where and how to proceed. 
4. After ensuring approval from the inpatient unit, enters the personal information of visitors to the Women’s and Children’s hospitals, and for all after-hours visitors, into the system’s visitor database. Issues Fast-Pass temporary IDs to approved visitors. 
5. Utilizing patient inquiry systems and in accordance with HIPAA laws and hospital guidelines, locates inpatient and outpatient information to share with inquiring patients and visitors. 
6. Answers questions about a large variety of locations and services throughout the medical center, and offers directions accordingly. 
7. Maintains various daily hospital census reports by printing and filing copies of such data into the binders at the information desks. Updates visitation logs throughout the day and files completed logs appropriately. 
8. Provides wheelchair transport of patients and visitors, as needed and/or requested, to and from designated areas within the facility. 
9. Performs inpatient discharges by logging into Epic’s transport system. 
10. Assists departing patients and visitors with driving directions, bus and shuttle schedules, valet and parking information, hotel options, and other general information, as requested. 
11. Maintains the tidiness of the information desks and lobbies to ensure the safety of our workspace. 
12. Responds to all Code Blue, Behavioral Response, and Code Medic emergencies that occur in outpatient and any other locations outside of inpatient rooms, with a stretcher or wheelchair, code bag, and other necessary equipment. 
13. Assists visitors and patients as they enter and exit through the Emergency Department. Watches over the ED waiting room to help ensure the comfort and safety of patients and visitors, and to prevent patient elopement. 
14. Greets and assists visitors and staff at the Ambulatory Care Center by screening and checking all patient appointments in Epic. Provides wheelchair assistance to patient and visitors, as needed. 

Other Information

Other information:
Education Requirements:
● High School diploma or GED.
Licensure/Certification Requirements:
● No licensure or certification required.
Professional Experience Requirements:
● No prior experience required.
Knowledge/Skills/and Abilities Requirements:

• Must be resourceful and possess strong communication skills. Must be comfortable with online computer applications. 
  

Job Details

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: Guest Services 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This is a State position employed by UNC Health Care System.