Guest Services Associate ACH

Advocate Health and Hospitals Corporation • Park Ridge, IL

2d • Onsite

About The Position

The Guest Services Associate is responsible for emulating the concept of "customer service" while performing all related job duties. This role assists in the development and establishment of customer service excellence standards, policies, and procedures. The associate acts as a resource person for hospital associates and partners, serving as a guest advocate. Key duties include cleaning wheelchairs and Guest Services equipment, proactively greeting guests, providing wayfinding assistance, escorting guests, and offering wheelchair assistance. The associate also serves as a liaison for patients, providing support to all departments, resolving patient issues, applying service recovery, and connecting guests with appropriate resources. They participate in concierge outcomes, attend team meetings, and act as a customer service resource. The role involves partnering flexibly with team members, conducting rounds on inpatient units to address patient needs, promoting patient safety, and maintaining a high level of knowledge about hospital personnel, departments, and systems. The associate performs light housekeeping, notifies appropriate departments of needs, acts as a runner, and utilizes various information/communication systems. Some designated associates may provide interpretation services.

Requirements

• High School education.
• 1-3 yrs. Customer Service experience.
• Excellent communication skills.
• Efficient understanding of Customer Service.
• Positive attitude.
• Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs.
• Ability to work week-days, week-ends, holidays, and off shifts in order to serve customers in a medical center environment.
• Ability to maintain composure and professional behavior in extremely stressful situations.
• Must present a clean, well groomed, professional appearance at all times.
• Must be able to perform physical tasks such as standing for the majority of shift, lifting, pushing, moving patients, wheelchairs, carts, etc.
• Must be able to accommodate all customer areas in various locations of the hospital.
• Must be a team player at all times.
• Ability to lift up to 35 pounds without assistance.

Nice To Haves

• 1-3 yrs. Hospital or Healthcare experience preferred.

Responsibilities

• Assist in development of “customer service excellence” standards that not only meet but exceed customer expectations.
• Assist in establishing “customer service standards” policies and procedures.
• Act as a resource person for all hospital associates and partners in customer service matters as well as acting in the role of guest Advocate for all internal and external guests.
• Clean wheelchairs and keep an adequate number available in the front and back lobby areas of the Outpatient Pavilion.
• Clean wheelchairs and Guest Services equipment to provide a clean environment for patients, patient's families, visitors and associates.
• Proactively greet all guests as they enter the hospital.
• Provide way finding assistance while following the Guest Services department and Advocate system's behavioral expectations.
• Acknowledges and warmly welcomes all hospital guests, associates and partners as they enter the Outpatient Pavilion.
• Demonstrate behavioral and general expectations for service excellance as described by the Guest Services department management team, to provide a high level of customer service for our patients, patient's families and visitors.
• Escort patients, patient's families and visitors to their preferred destinations.
• Provide wheelchair assistance for patients, patient's families and visitors throughout the Outpatient Pavilion when needed.
• Assist patients/visitors into and out of wheelchairs at their vehicles when they arrive or are leaving the hospital.
• Serve as liaisons for our patients and provide support to all departments as needed, by assisting with patient needs and concerns presented to us, resolution of patient issues when possible, application of service recovery when appropriate, connection with appropriate individual who can resolve the issue when necessary and other duties as needed.
• Assume responsibilities for concierge outcomes as a whole and participate in evaluations and action plan design and implementation activities in order to maintain high standards of service.
• Attends team meetings and brings pertinent information to team group (i.e. monitoring indicators results, recommendations for improvements, problem solving recommendations, and general information of overall service).
• Acts as a customer service excellence and information team resource person to hospital associates.
• Accepts and disseminates guest, associate suggestions, concerns and questions to appropriate area and/or person.
• Serve as a “voice of the customer” by conducting rounds on the inpatient units to assist patients who may feel that they are not receiving service that meets their expectation and responding to these needs by resolving the issues or getting in touch with the appropriate person who can.
• Follow up on patient’s rounded on to assure action has been taken.
• Promotes patient safety by reporting of issues through established channels and participating as requested in safety initiatives.
• Attend seminars, conferences and/or educational activities in order to establish and maintain a high level of skill and knowledge in all facets of the position.
• Implements action plans in response to performance monitoring results as directed by the manager or coordinator.
• Establishes and maintains a high level of competency in regards to information and telecommunication systems that are utilized in daily activities.
• Performs light housekeeping duties in assigned area (i.e. pick-up papers, inspect furniture and wheelchairs, wipe up small spills, inspect surrounding furniture, etc.).
• Notifies appropriate departments of work environment needs, housekeeping needs, emergency situation response needs such as leaks and significant water spills, physical building needs (i.e. painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.).
• Acts as a “runner” in order to expedite work or service flow.
• Performs additional duties as assigned by the guest services staff and/or Coordinator or manager.
• Utilizes a multitude of information/communications systems in order to obtain information and/or communicate information.
• Maintains a highly competent skill and knowledge level of all information communication systems utilized to include all applications on universal workstation and universal printer, telephone system, paging system, etc.
• Accurately identifies and accesses appropriate computer application in order to obtain or provide required or requests information.
• Performs basic computer trouble-shooting procedures.
• Certain designated Guest Services associates provide interpretation as needed.

Benefits

• Paid Time Off programs
• medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED