Guest Relations Representative - Security

Shift Detail: 2pm-8pm M-F Work where every moment matters. Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

Charlotte Hungerford Hospital is a 122-bed, general acute care community hospital located in Torrington, Connecticut, that serves as a regional health care resource for the 100,000 residents of Litchfield County and Northwest Connecticut. CHH offers personalized attention from an expert team of caregivers and physicians that utilize advanced technology and clinical partnerships in a convenient, safe and comfortable patient environment.

• The Guest Relations Representative is responsible for providing outstanding customer service and promoting a positive visitor experience as visitors arrive. The Guest Relations Representative serves as the first point of contact for patients, visitors, and staff. This role is responsible for greeting guests, managing check-ins and check-outs, answering inquiries, providing directions to their destination and ensuring smooth front desk operations with a focus on excellent customer service and confidentiality.
• Welcome patients, visitors, and staff with professionalism and courtesy.
• Provides patient information in compliance with the Health Insurance Portability and Accountability Act (HIPAA) requirements and organizational policies.
• Respond to inquiries or escalate to appropriate departments.
• Provide directions to departments, patient rooms, or other medical center locations as requested.
• Answer incoming calls and route them to appropriate departments.
• Monitor and enforce visiting hours and access policies.
• Use visitor management system to track and log visitor badging.
• Verify visitor identity and purpose of visit.
• Maintain visitor logs and issue visitor badges.
• Assist individuals with mobility needs and coordinate patient transport requests or wheelchair assistance.
• Maintain confidentiality of patient and visitor information.
• Troubleshoot basic issues with office equipment (printers, phones, etc.).
• Keeps current on changing information, policies, procedures, etc., within the hospital.
• Participates in available training and education to maintain and expand knowledge/skills.
• Assists in training new employees in the operating procedures of the department and applicable software programs as necessary.
• Assist in emergency procedures.
• Report suspicious behavior or safety concerns to security personnel.
• Perform other related duties as required. Qualifications
• High School Diploma or Equivalent required
• 1 year of Customer Service Experience required
• 2 years of customer service experience in a healthcare, hospitality, concierge, hotel, airport, or guest relations setting preferred Strong verbal communication and interpersonal skills. Ability to interact professionally and compassionately with patients, visitors, staff, and the public. Proficiency with basic computer applications (Microsoft Office, email, and data entry systems).
• Ability to escalate when appropriate. We take great care of careers. With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.

Evening shift