Guest Services Specialist

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

Summary:

The Guest Services Specialist serves as the first point of contact forvisitors, patients, and team members at UNC Hospitals. This role deliversexceptional customer service at the entrances, information desks, and valet drops byproviding information, wayfinding assistance, visitor management, wheelchairassistance, and emergency response support throughout the medical center. GuestServices Specialists create a welcoming environment while ensuring adherence to
hospital policies, visitor procedures, and patient privacy requirements.

Responsibilities:
1. Welcome and greet patients, visitors, and UNC Health team members at hospital entrances, information desks, and other designated locations.
2. Assist patients and visitors entering and exiting vehicles, providing wheelchair assistance and safe access into hospital facilities.
3. Utilize Epic and other approved systems to verify appointments and provide accurate directions and instructions.
4. Manage visitor registration processes, including verifying visitation approval, entering visitor information into approved databases, and issuing temporary visitor passes in accordance with hospital policies.
5. Locate patient information using approved patient inquiry systems while maintaining compliance with HIPAA regulations and confidentiality requirements.
6. Provide accurate directions and information regarding hospital departments, clinics, services, amenities, parking, transportation, and community resources.
7. Maintain daily census reports, visitation records, and other required documentation.
8. Transport patients and visitors via wheelchair to and from designated locations throughout the facility.
9. Perform inpatient discharge transportation requests utilizing Epic transport workflows.
10. Assist visitors with parking, valet, shuttle schedules, driving directions, lodging options, and other support services.
11. Maintain clean, organized, and safe workspaces at information desks, lobbies, and assigned service areas.
12. Respond to emergency situations, including Code Blue, Behavioral Response, and Code Medic events occurring in outpatient and other designated areas, bringing appropriate response equipment.
13. Demonstrate outstanding customer service standards and service recovery techniques when addressing patient and visitor concerns.
14. Perform other duties as assigned to support departmental operations and patient experience initiatives.

Education Requirements:
* High school diploma or equivalent is not required.
Licensure/Certification Requirements:
* Basic Life Support (BLS) certification required within six (6) months of hire.
Professional Experience Requirements:
* * No prior experience required.
* * Customer service, hospitality, patient-facing, or healthcare experience preferred.
Knowledge/Skills/and Abilities Requirements:
* * Excellent customer service and interpersonal skills.
* * Strong verbal communication and active listening skills.
* * Ability to work effectively with diverse patient and visitor populations.
* * Basic computer proficiency, including Epic and other hospital information systems.
* * Ability to remain calm and professional in high-volume, fast paced, and emergency situations.
* * Knowledge of HIPAA requirements and patient confidentiality principles.
* * Strong problem-solving, teamwork, and service recovery skills.
* * Ability to navigate hospital facilities and provide detailed directions.
* The physical demands of this position regularly require:
* Standing and walking for extended periods throughout the shift.
* Frequent pushing and pulling of wheelchairs, stretchers, and transport equipment.
* Lifting, carrying, and moving objects weighing up to 50 pounds or more.
* Pushing and pulling exceeding up to 400 pounds with appropriate equipment.
* Reaching, bending, stooping, and assisting patients and visitors as needed.
* Working indoors and outdoors in varying weather conditions when assigned to entrances or valet locations.

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: Guest Services

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$18.00 - $24.66 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Onsite

Work Schedule: Evening Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.