What are the responsibilities and job description for the Guest Services Representative position at UVA Health — Northern Virginia and Culpeper?
Job Description
Guest Services Representative I
Job Code: PR5265
The guest services representative will cover the main lobby from 5:30a-2:00p, Monday through Friday.
About Us
We are welcoming a new era in healthcare where achieving good health is just the beginning. At UVA Health Northern VA & Culpeper, we believe in caring for the whole person by getting to know – and making connections with – our patients. By combining the talent and expertise of our people, the breadth of capabilities across our system, and our commitment to helping our communities get better and stay healthy, we are improving the patient experience.
As a UVA Health Northern VA & Culpeper team member, you will have a voice in patient care decisions, support the most advanced medical technologies and feel a strong sense of satisfaction from making a difference in people’s lives every day.
JOB TYPE
Classification: Nonexempt
Supervises Positions: No
Job Summary
The Guest Service Representative I serves as the initial contact for guests arriving at a key entry point in the hospital or in a facility waiting area. This role is responsible for greeting patients, providing direction, overseeing the traffic in lobby areas, and providing general hospital information. The Guest Services Representative I must have comprehensive knowledge of hospital services, their locations, and key resources to assist any hospital customer.
Communication: Communicates effectively with people of diverse backgrounds and all levels of authority.
Qualifications
Education: High School Diploma or GED required for those hired after November 2024
Experience: 1 - 2 years of customer service experience, preferably in a healthcare setting, required. Refer to the Life Support Training Policy for additional details.
Licensure: Valid state driver’s license at facilities where Valet assistance may be needed, required.
Additional Skills/Requirements Required: Effective communication skills with people of diverse backgrounds and all levels of authority. Ability to maintain confidentiality. Excellent communication skills (oral and written) and interpersonal skills. Must be detail oriented and demonstrate problem solving and critical thinking. Ability to function as part of a team as well as independently. Must demonstrate flexibility and adaptability to changing priorities in a fast-paced environment. Ability to operate a computer, including typing and using Microsoft Office.
Additional Skills/Requirements Preferred: Be a current notary public or be willing to become a notary, if needed.
PHYSICAL DEMANDS
Physical Demand Code: 6A, Customer Service
Work Function/Activity: Sedentary to Light Physical Demand
The job requires frequent sitting and standing, occasional walking, and bending/stooping. Frequent repetitive arm, hand, and finger movements. Proficient communicative, auditory, and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull up to 20 lbs. occasionally. This job description may not include all assigned duties, responsibilities, or aspects of the job described. It may be amended at any time at the sole discretion of UVA Health Northern VA & Culpeper.
Other
Guest Services Representative I
Job Code: PR5265
The guest services representative will cover the main lobby from 5:30a-2:00p, Monday through Friday.
About Us
We are welcoming a new era in healthcare where achieving good health is just the beginning. At UVA Health Northern VA & Culpeper, we believe in caring for the whole person by getting to know – and making connections with – our patients. By combining the talent and expertise of our people, the breadth of capabilities across our system, and our commitment to helping our communities get better and stay healthy, we are improving the patient experience.
As a UVA Health Northern VA & Culpeper team member, you will have a voice in patient care decisions, support the most advanced medical technologies and feel a strong sense of satisfaction from making a difference in people’s lives every day.
JOB TYPE
Classification: Nonexempt
Supervises Positions: No
Job Summary
The Guest Service Representative I serves as the initial contact for guests arriving at a key entry point in the hospital or in a facility waiting area. This role is responsible for greeting patients, providing direction, overseeing the traffic in lobby areas, and providing general hospital information. The Guest Services Representative I must have comprehensive knowledge of hospital services, their locations, and key resources to assist any hospital customer.
Communication: Communicates effectively with people of diverse backgrounds and all levels of authority.
- Provides communication and updates to patients and guests and ensures their needs are being met, when applicable.
- Responds quickly and properly to irregular and emergency situations.
- Monitors the quality of core Public Safety processes.
- Holds subordinates accountable for customer service standards and initiates remediation when needed.
- Maintains confidentiality in all matters related to patient care and visitor issues.
Qualifications
Education: High School Diploma or GED required for those hired after November 2024
Experience: 1 - 2 years of customer service experience, preferably in a healthcare setting, required. Refer to the Life Support Training Policy for additional details.
Licensure: Valid state driver’s license at facilities where Valet assistance may be needed, required.
Additional Skills/Requirements Required: Effective communication skills with people of diverse backgrounds and all levels of authority. Ability to maintain confidentiality. Excellent communication skills (oral and written) and interpersonal skills. Must be detail oriented and demonstrate problem solving and critical thinking. Ability to function as part of a team as well as independently. Must demonstrate flexibility and adaptability to changing priorities in a fast-paced environment. Ability to operate a computer, including typing and using Microsoft Office.
Additional Skills/Requirements Preferred: Be a current notary public or be willing to become a notary, if needed.
PHYSICAL DEMANDS
Physical Demand Code: 6A, Customer Service
Work Function/Activity: Sedentary to Light Physical Demand
The job requires frequent sitting and standing, occasional walking, and bending/stooping. Frequent repetitive arm, hand, and finger movements. Proficient communicative, auditory, and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull up to 20 lbs. occasionally. This job description may not include all assigned duties, responsibilities, or aspects of the job described. It may be amended at any time at the sole discretion of UVA Health Northern VA & Culpeper.
Other
- May require the use of safety equipment, such as HEPA mask, for infection prevention: Yes
- On call responsibilities as directed: Yes
- Ability to travel between campus buildings, remote facilities, and out of town as needed: Yes
