guest services

Advocate Health•Chicago, IL

1d•$19 - $28•Onsite

About The Position

The Guest Services team member welcomes patients, families, visitors, associates, and partners to the hospital and helps them reach the appropriate destination. The role answers questions, provides directions and information, arranges or provides escorts and transportation, and coordinates with hospital departments and external services to address guest needs. It also supports a safe, clean, friendly, efficient, and welcoming hospital environment; maintains knowledge of hospital personnel, departments, systems, and processes; and participates in ongoing education and training. This is a part-time position with varying hours between 5 a.m. and 11 p.m.

Requirements

High school diploma or equivalent.
Two years of hospital experience in a high-contact customer service area or department, or two years of comparable customer service experience.
Excellent organizational, communication, and customer service skills.
Excellent problem-solving skills.
Ability to make quick, sound decisions based on individual situations and customer needs.
Ability to work weekdays, weekends, holidays, and off shifts.
Ability to maintain composure and professional behavior in stressful situations.
Ability to hear alarms and respond immediately.
Must maintain a clean, well-groomed, professional appearance.
Ability to perform physical tasks including lifting, pushing, and moving patients and wheelchairs; occasionally lift up to 25 pounds. For direct patient care or contact, the stated requirement is to lift up to 35 pounds without assistance and use patient-handling equipment with another associate, when available, for patient lifts over 35 pounds or when a patient cannot assist.
Ability to accommodate customer areas in various hospital locations.

Nice To Haves

Some knowledge of medical terminology.
Basic computer skills and keyboard familiarity.
Basic telecommunication skills, including receiving and making multiline calls.
Basic office skills, including use of fax and copy machines and online services.
Bilingual Spanish skills.

Responsibilities

Welcome guests, associates, and partners in the hospital main lobby and address them according to service standards.
Assess guests’ immediate needs and transport them or arrange transportation to their destinations.
Greet and direct patients, families, visitors, and associates to appropriate areas in accordance with visitation policies and Guest Services standards.
Answer questions and resolve guest problems independently or with assistance from the Guest Services Manager.
Notify departments, patient care units, or other hospital areas of guests’ arrivals when appropriate, and provide escort services as needed.
Transport papers, supplies, and other information to designated destinations.
Ensure transportation equipment, including appropriately sized and sufficient wheelchairs, is available for point-of-entry areas.
Provide information using computer systems, phones, maps, signs, and other resources, including appointment and procedure details, destination locations, transportation availability, patient room information, Emergency Department information, and visiting hours.
Coordinate guest information and service needs with external services or resources, including bus routes, taxi requests, religious services, flowers, and personal care items or services.
Provide information about meetings, education programs, and other scheduled activities.
Receive and relay suggestions, concerns, and questions from guests, associates, and partners to the appropriate person or area.
Act as a liaison between guests and hospital areas, including coordinating with the business office, valet service, outpatient areas, and security.
Perform other tasks to meet or exceed guest needs and support a safe, clean, friendly, efficient, and supportive hospital environment.
Perform additional duties as assigned by the Manager.
Retain patients’ lost belongings and coordinate pickup; collect unclaimed items monthly, inventory them, and arrange for donation.
Supervise volunteer activities.
Confirm visitors have appropriate identification or visitor passes before entering patient care areas, including the Nursery.
Maintain knowledge of hospital personnel, departments, information systems, processes, and general hospital information.
Participate in ongoing education and maintain competency with information and telecommunication systems used in daily work.