Guest Services Representative II

Guest Services Representative II (Fulltime)

Location: Novant Health Scott's Hill Medical Center

Schedule: Thursday, Friday, and every other weekend | 11:00am - 11:00pm

As 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 Matters

• Service Leadership: Set the standard for compassionate, patient-centered service and mentor others by example

• Meaningful Impact: Provide comfort, reassurance, and advocacy for patients and families during critical moments

• Collaborative Environment: Work closely with clinical and support teams across departments

• Professional Growth: Build advanced knowledge of hospital services, patient rights, and service recovery practices

• Inclusive Culture: Be part of a mission-driven organization that values belonging, teamwork, and respect

What You’ll Do

• Prior healthcare customer service experience, highly preferred.

• Serve as a role model for outstanding service and patient experience

• Greet, assist, and support patients and families with empathy and professionalism throughout various phases of care

• Conduct continual rounding and maintain effective communication with clinical teams and support services

• Maintain a safe, welcoming environment and provide immediate service recovery when concerns arise

• Perform clerical and administrative duties to support hospital operations

• Coordinate lost and found processes, as applicable

• Assist patients with their rights and needs, acting as a trusted partner between guests and the hospital

• Maintain a comprehensive knowledge of hospital services and facility resources to confidently guide and support guests

• Provide support and guidance to Guest Services Representative I team members as needed

What We’re Looking For

• 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.

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.