Guest Services Rep

American Addiction Centers • Park Ridge, IL

8d • $19 - $28 • Onsite

About The Position

The Guest Services Rep is responsible for greeting all guests entering the hospital, providing wayfinding assistance, and escorting patients, families, and visitors to their destinations. This role also involves assisting with wheelchair use, providing campus-wide assistance with patient transportation, specimen delivery, and valet services. Additionally, the representative partners with Volunteer Services to manage information desks, coordinate staff resources, provide patient room information while adhering to privacy guidelines, and assist with deliveries and retail support. The role includes receiving incoming calls, providing accurate information, and partnering with various hospital departments to enhance the patient experience and workflow. Valet services for The Center for Advanced Care are also a key responsibility, including driving and parking vehicles, documenting vehicle condition, and completing financial deposits.

Requirements

• High School education.
• 1-3 yrs. Customer Service experience.
• Excellent communication skills.
• Efficient understanding of Customer Service.
• Positive attitude.
• Ability to anticipate patient, employee, and unit need and refer for appropriate action.
• Current valid Illinois Drivers License
• Ability to maintain traffic flow, perform valet services and assist guests by providing direction or wheelchair assistance.
• Ability to lift up to 20 pounds occasionally and/or 10 to 25 pounds frequently and/or up to 10 pounds constantly (receiving blood/urine specimens).
• Ability to lift, push, bend up to 100 pounds occasionally and/or in excess of 50 pounds frequently and/or in excess of 20 pounds constantly (assisting a patient in and out of a wheelchair, pushing a patient in a wheelchair, bending down to adjust leg and foot rest).
• Ability to communicate with a high volume of guests entering into the facility in a courteous, and professional manner.
• Ability to work weekends, holidays, and work different shifts to accommodate staffing needs.
• Routinely works with potentially infectious specimens and patients.
• Ability to be exposed to extreme weather conditions (maintaining traffic flow, ability to do light shoveling in heavy pedestrian traffic areas located at the entrances to the hospital and assisting patients into or out of their vehicles).
• Ability to be flexible with work hours, including weekends.

Nice To Haves

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

Responsibilities

• Escort patients, patient's families and visitors to their preferred destinations.
• Provide wheelchair assistance for patients, patient's families and visitors throughout the hospital when needed.
• Assist patients/visitors into and out of wheelchairs at their vehicles when they arrive or are leaving the hospital.
• Greet all hospital guests as they enter Advocate Lutheran General Hospital.
• Demonstrate behavioral and general expectations for service excellence to provide a high level of customer service.
• Provide campus wide assistance with duties including but not limited to; patient transportation, specimen delivery and valet services.
• Assist Grounds department with light shoveling and salting around the hospital entrances when needed.
• Provide shuttle service for patients, patient's families and visitors throughout the Lutheran General campus.
• Provide courier service for departments and Dr. offices, including the transportation of patient information.
• Transport specimens throughout the entire Lutheran General Hospital Campus.
• Assist patients, patient's families and visitors in and out of the patient transport shuttle.
• Partner with Volunteer Services in the staffing and managing of the information desks located throughout the Lutheran General Hospital campus.
• Coordinate Volunteer Services and Guest Services staff and resources to assist patients, patient's families and visitors with way finding throughout the hospital campus.
• Provide patient room information to visitors while practicing patient privacy guidelines.
• Coordinate Volunteer Services and Guest Services staff and resources to assist with flower deliveries, specimen deliveries, and retail support for the flower cart kiosk and newspapers.
• Assist in maintaining a safe and clean environment for Lutheran General patients, patient's families and visitors.
• Provide logistical support to Guest Services associates and volunteers during day-to-day activities.
• Receive incoming calls and provide high level customer service while providing accurate information regarding patient location and campus resources.
• Partner with Lutheran General Hospital service departments to enhance the patient experience and promote a smoother workflow.
• Support Public Safety department with hospital entrance monitoring, emergency response, special event assistance including concierge services and traffic control.
• Partner with Volunteer Services, Patient Transportation, Diagnostic Imaging modalities and Nursing Division to ensure a comfortable hand off and departure from Lutheran General Hospital when patients are being discharged.
• Conduct equipment rounds throughout the hospital campus.
• Keep an adequate number of wheelchairs available in all lobby areas.
• Return all carts to the appropriate area as defined by the Transportation department standard work.
• Assist with item transports as defined by the patient transport system, patient chart rounds and mail delivery.
• Provide valet services for The Center for Advanced Care.
• Have and maintain a valid drivers license with a clean driving record.
• Obey all traffic laws and posted signs on and around the hospital campus.
• Greet patients, patient's families and visitors as they approach the Center for Advanced Care.
• Inform the customer and document any damage located on vehicles before parking them.
• Retrieve vehicles from the designated Valet parking area and return them to the Main entrance of the Center for Advanced Care.
• Complete all required money deposits as described by the Guest Services department standard work.
• Assist valet customers in and out of the vehicle, provide wheelchair assistance into the Center for Advanced Care.

Benefits

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as 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