Regional Hospital Customer Service

Trinity Health•Maywood, IL

2d•$16 - $21•Onsite

About The Position

Loyola Medicine, a member of Trinity Health, is a nationally ranked academic, quaternary care system based in Chicago’s western suburbs. The Hospital Customer Service Representative / Patient Concierge is the first point of contact for patients, families, and visitors in hospital lobbies and surgical waiting areas. The role provides customer service by greeting visitors, answering questions, giving directions, and facilitating communication between families and clinical teams while maintaining patient privacy and confidentiality. The representative assists with visitor management, provides patient status updates when appropriate, coordinates waiting room activities, and addresses concerns professionally and empathetically. The role helps create a welcoming environment, connects patients and families with support services, and resolves issues in partnership with departments such as Patient Relations, Social Work, Chaplain Services, and Security. When serving as a Patient Concierge, the role provides wheelchair assistance and escorts patients and visitors throughout the hospital, including helping them enter and exit vehicles or public transportation. The position serves multiple sites: LUMC, GMH, and MNH. The listed schedule is Tuesday, Thursday, and Sunday, 7:00 a.m.–3:30 p.m., and Monday and Wednesday, 6:00 a.m.–2:30 p.m.; the shift is rotating.

Requirements

High school diploma or equivalent.
1–2 years of previous job-related experience.
Strong verbal and written communication skills and a commitment to exceptional customer service.
Ability to critically evaluate information, solve problems, and implement effective solutions.
A proactive approach to quality improvement and operational efficiency.
Compassionate and customer-focused approach to creating a positive experience for patients and visitors.

Nice To Haves

Experience in a healthcare or similar customer service role is preferred.

Responsibilities

Greet patients, families, and visitors in hospital lobbies and surgical waiting areas.
Answer questions and provide directions.
Facilitate communication between families and clinical teams while maintaining patient privacy and confidentiality.
Assist with visitor management and provide patient status updates when appropriate.
Coordinate waiting room activities and address concerns professionally and empathetically.
Connect patients and families with support services.
Resolve issues in partnership with Patient Relations, Social Work, Chaplain Services, Security, and other departments.
Provide wheelchair assistance and escort patients and visitors throughout the hospital.
Assist patients and visitors entering and exiting vehicles or public transportation.