Guest Services Representative II

What We OfferGuest Services Representative II Location: Novant Health Presbyterian Medical CenterSchedule: 7:00am-5:30pm, Thursday, Friday, SaturdayAs a Guest Services Representative II, you serve as a role model for service excellence and patient experience. You are a trusted presence for patients and their loved ones, providing compassionate support, proactive communication, and immediate service recovery throughout many phases of care. In this advanced role, you partner closely with clinical and support teams to ensure every guest feels welcomed, supported, and confident during their visit.Why This Role MattersService Leadership: Set the standard for compassionate, patient-centered service and mentor others by exampleMeaningful Impact: Provide comfort, reassurance, and advocacy for patients and families during critical momentsCollaborative Environment: Work closely with clinical and support teams across departmentsProfessional Growth: Build advanced knowledge of hospital services, patient rights, and service recovery practicesInclusive Culture: Be part of a mission-driven organization that values belonging, teamwork, and respectWhat You’ll DoPrior healthcare customer service experience, highly preferred.Serve as a role model for outstanding service and patient experienceGreet, assist, and support patients and families with empathy and professionalism throughout various phases of careConduct continual rounding and maintain effective communication with clinical teams and support servicesMaintain a safe, welcoming environment and provide immediate service recovery when concerns arisePerform clerical and administrative duties to support hospital operationsCoordinate lost and found processes, as applicableAssist patients with their rights and needs, acting as a trusted partner between guests and the hospitalMaintain a comprehensive knowledge of hospital services and facility resources to confidently guide and support guestsProvide support and guidance to Guest Services Representative I team members as neededWhat We’re Looking ForEducation: High School Diploma or GED, required. 2 Year / Associate Degree, preferred.Experience:Minimum of two years in a busy healthcare/social work setting, preferred.Three years Customer Service; Social Work; Clergy; Scheduling; Previous leadership experience, preferred.Licensure/Certification: Valid state drivers license for facilities where Valet assistance may be needed, required.Additional Skills (required): Presents self in a professional manner and possesses strong customer services skills. Ability to converse with people of diverse backgrounds and all levels of authority. Must be detail-oriented and demonstrate problem solving and critical thinking skills. Comfortable in patient care areas, including the inpatient and emergency departments. Ability to function independently with minimal supervision and as part of a team. Able to provide prompt and quick service recovery for patient and visitor complaints. Must demonstrate flexibility and adaptability to changing priorities in a fast-paced environment. Must possess excellent organizational and time-management skills. Able to use de-escalation techniques to maintain a safe environment. Must be familiar with Microsoft Office, have proficient typing skills and familiarity with scheduling programs.Additional Skills (preferred): Be a current notary public or be willing to become a notary, if needed.Why Choose Novant Health?At Novant Health, we believe remarkable care starts with compassion for our patients, our communities, and each other. We value belonging, courage, personal growth, and teamwork, creating a space where everyone is respected, supported, and safe to show up as their full selves.Job Opening ID 161543