Patients and visitors at OCH Regional Medical Center are being greeted by a new face as Emily Waters has stepped into the role of guest relations representative.
In this position, Waters is responsible for visiting all inpatients daily and working in conjunction with all hospital departments, such as nursing staff, environmental services, food services, business office and transporters to ensure high-quality customer service and patient/guest satisfaction. In addition, she analyzes all data and information collected through patient/guest interactions and submits a quarterly report to administration with recommendations to improve patient care and guest relations. Waters also oversees the Medical Center’s employee recognition program, SHiNE, which stands for Selfless Hospitality In Everyway.
Waters comes to the Medical Center from Mississippi State Department of Health where she was the district IV coordinator and administrator of the WIC program. A 2005 graduate from Mississippi State University, Waters holds a bachelor’s of science in food science and nutrition and is a registered dietitian.
“From my previous job, I was able to see the benefit of customer service and customer satisfaction. My new position as the guest relations representative allows me the opportunity to make connections with the patients and their families and help them feel as comfortable as possible during their hospital stay,” said Waters, adding that her favorite part of her new position is meeting new people each day.
“Emily brings a unique perspective to the guest relations position because of her registered dietitian credentials. So many of our patients are on special diet restrictions, and Emily has the knowledge to work as a liaison between the patient and our dietary staff,” explained Water’s supervisor and director of marketing Mel Thurlow. “Emily’s friendly personality and positive outlook, along with her background makes her an asset for our Medical Center,” continued Thurlow.
Waters is married to Michael Waters of Columbus and they have two children, Ray, (4) and Lennox, (1). Waters teaches quarterly nutrition classes at Emerson Family School and is a member of the Northeast Mississippi Breastfeeding Coalition, Mississippi Dietetic Association, First United Methodist Church of Starkville, and the Junior Auxiliary of Starkville.