Guest Relations Lead

The Guest Relations Lead delivers exceptional customer service to patients, families, and visitors by overseeing the check-in and health screening process at Children’s Hospital Colorado (CHCO) facilities. This role ensures visitors are pre-approved, welcomed, and directed appropriately, supporting a positive Patient-Family Experience across the organization. The Lead also provides guidance and support to Guest Relations Associates. 

SHIFT

North Campus, Day shift from 7:00 AM - 3:30 PM

Duties & Responsibilities

• Facilitates onboarding and training for new team members; provides coaching and assists in resolving concerns.
• Orders and tracks supplies; receives and distributes deliveries such as flowers and medical equipment. Performs other duties as assigned.
• Delivers customer service support to patients, families, visitors, and internal team members.
• Uses the Visitor Management System to verify visitor status and create badges; manages visitor exception processes and serves as the point of contact for access issues.
• Serves as the first point of contact for de-escalations involving patients and families; engages additional resources as needed and responds to concerns via the visitor management phone line.
• Conducts secondary health screenings, including assessing illness of caregivers or patients; collaborates with clinic staff to determine next steps, manages mask exemption documentation, and coordinates EVS cleaning when needed.
• Assists the supervisor with ongoing training efforts, as well as scheduling and coverage for PTO, call-outs, breaks, or lunches.
• Ensures all visitors complete required health screenings and are cleared for entry; documents screenings in the Visitor Management System.
• Verifies visitor authorization in the medical record (Epic) system and initiates patient registration when applicable.
• Supports patient safety by enforcing infection control policies and maintaining a clean, organized environment.

Minimum Qualifications

• Degrees
  • High School diploma or GED
• Area of Study
  • Not Applicable
• Experience
  • Minimum Experience Required: Three (3) years of administrative or clerical experience in a customer service environment.
• Equivalency
  • Additional education may substitute for additional experience above required level.
• Licenses & Certifications
  • None
• Additional Requirements
  • Not Applicable
• Competency
  • None

Salary Information
Pay is dependent on applicant's relevant experience.

Hourly Range: $21.14 to $31.72

Benefits Information
Here, you matter. As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children’s Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.


EEO Statement
It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information. The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained. 

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.