Guest Services Representative II bei Novant Health

Guest Services Representative II (Fulltime)
Location: Novant Health Presbyterian Medical Center

Schedule: Thursday – Monday | 6:00 PM – 2:30 AM

As a Guest Services Representative II, you'll be the welcoming face and steady presence patients and families count on. You’ll play a key role in creating a safe, supportive, and compassionate environment for everyone who walks through our doors—helping ensure their experience is nothing short of remarkable.

What We’re Looking For:

• A compassionate, service-oriented mindset
• Strong communication and interpersonal skills
• Ability to stay calm and helpful in a fast-paced or emotionally charged environment
• Previous experience in customer service, hospitality, or healthcare preferred

Why Join Novant Health?

• Be part of a mission-driven team that puts people first—patients and teammates alike
• Make meaningful connections while providing exceptional care and support
• Grow your skills and advance your career in a supportive, inclusive environment
• Help shape positive, memorable experiences for those in need—every shift, every tim

Belonging at Novant Health:
We believe that providing a sense of belonging leads to stronger outcomes. At Novant Health, we’re committed to fostering an inclusive culture where every voice is valued and every individual belongs. We welcome applicants from all backgrounds and experiences.

• Education: 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.

• Welcome and assist patients, families, and visitors with empathy and professionalism
• Act as a liaison between guests and hospital staff—ensuring patient rights, needs, and comfort are always prioritized
• Conduct regular rounds to offer support, address concerns, and enhance the patient experience
• Respond to service concerns with urgency, empathy, and a focus on resolution
• Keep public areas welcoming, clean, and safe during overnight hours
• Perform clerical tasks and assist with the hospital's lost and found process (where applicable)
• Partner closely with clinical and support teams to ensure smooth communication and coordination
• Maintain expert knowledge of hospital services and resources to guide and inform guests effectively