Guest Services
About The Position
The Guest Services Associate embodies the Advocate Behavior of Excellence (BOE's) in guest and customer services. This role involves opening the desk, monitoring equipment and supplies, greeting and welcoming all visitors with personal attention, dignity, and respect using AIDET. The associate will respond to customer inquiries, provide directions, answer questions, and issue visitor passes. Additionally, they will answer telephone calls, follow hospital procedures, respond to requests, and transfer calls appropriately. The role also includes monitoring associate and staff member identification badges, maintaining awareness of patient/visitor needs, potential conflicts, and hospital amenities. Maintaining confidentiality and HIPAA standards is crucial. The associate must be computer literate, competent on various hospital systems/programs, and knowledgeable on Guest Services protocols and the Handbook. This includes using the Allegra Computer System for patient inquiries, the Guest Services Information Desk manual, the Reptrax vendor system, clergy and vendor logs, and the Alcatel telephone system. The associate is also responsible for escorting visitors and patients, contacting Public Safety or Transportation Services as needed, monitoring wheelchair availability and condition, and performing other duties as assigned by management. Awareness of environmental, safety standards, and protocols of Advocate South Suburban Hospital is also required, including maintaining a neat and organized desk and notifying appropriate departments of environmental needs.
Requirements
- 2 - 4 years reception and customer service experience in a work environment.
- High school graduate or GED equivalent
- Good, solid communication skills.
- Computer knowledge PF basic programs
- Typing/keyboard 25-40 wpm, preferred
- Ability to help patients and visitors in and out of wheelchairs and autos.
- Incorporates the provision of cultural and age specific needs while exhibiting communication skills necessary to interpret age specific responses. Primary interactions would be with adult and geriatric individuals.
- Ability to lift up to 35 pounds without assistance.
Nice To Haves
- Prior customer service experience
Responsibilities
- Opens desk and monitors equipment, supplies.
- Greets and welcomes all visitors. Gives personal attention, acknowledges each guest/patient with dignity and respect. Uses AIDET.
- Responds to customer inquiries for information; provides direction, answers questions, issues visitor passes.
- Answers telephone calls and follows hospital procedures; responds to all requests; transfers calls as appropriate.
- Monitors associate and staff member's identification badges.
- Maintains awareness of patient/visitor needs.
- Maintains awareness of potential conflicts; contacts appropriate department manager for service recovery.
- Maintains awareness of hospital amenities.
- Maintains confidentiality and standards of HIPAA.
- Understands and uses: Allegra Computer System (patient inquiries), The Guest Services Information Desk manual, Reptrax vendor system (vendor access), Clergy and vendor logs, Alcatel telephone system.
- Escorts all visitors and patients (as appropriate) to their destinations and/or departments.
- Contacts Public Safety as needed for dispatching officers for patient/visitor assists, taking occurrence/incident reports, or assistance as needed by the Guest Services associates.
- Calls Transportation Services for assistance with patient transports.
- Monitors wheelchair availability; calls appropriate department to locate and return wheelchairs to the East Lobby.
- Identifies wheelchairs that are in need of repair, service or replacement. Contacts supervisor or Facilities Management for a work order request.
- Maintains a professional appearance at all times. Uniforms must be the approved attire; clean and pressed.
- Maintains Guest Services Information Desk in a neat, organized manner. (Food and drinks are not permitted at the desk.)
- Possesses a working knowledge of hospital departments, locations and operations.
- Notifies appropriate department of work environment needs (EVS needs, such as floor cleaning, restroom clean-ups) Facilities Management for emergency situation needs such as leaks and significant water spills, physical building needs (i.e. painting, light fixtures or replacement needs.
- Report patient safety events and near misses in timely fashion.
- Adhere to all behavioral and procedural patient safety practices.
- Promote culture of safety through identifying threats to patient safety and intervening to prevent patient harm.
- Communicate openly and promote team work.
- Report intimidating behavior and other threats to patient safety promptly.
Benefits
- Compensation 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
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
