Patient Relations Info Asst

American Addiction Centers

2d • $19 - $28 • Onsite

About The Position

This part-time role in Patient Relations at Advocate Good Shepherd Hospital focuses on overseeing hospital information desks, providing customer service, and supporting the Patient Relations Department. The position involves welcoming guests, managing visitor policies, answering inquiries, and assisting with various departmental duties. A key aspect of this role is supervising and training volunteers to ensure excellent customer service standards are maintained. The goal is to exceed guest needs and contribute to a safe, clean, friendly, and efficient hospital environment.

Requirements

• High school graduate or equivalent
• 2 years experience in direct customer service preferably in a healthcare environment
• Excellent communication skills
• Excellent customer service skills
• Basic knowledge of keyboard familiarity
• Basic telecommunication system skills and knowledge
• Strong organizational skills
• Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs.
• Ability to maintain composure and professional behavior in stressful situations.
• Must present a clean, well groomed,professional appearance at all times
• Must be able to work weekends, holidays (day and evening hours)
• May be called into work with little prior notice.
• Ability to lift up to 35 pounds without assistance.

Nice To Haves

• Experience with volunteer management preferred
• Experience in hospitality management preferred
• This position may need to recognize needs and behaviors of specific age groups of patients treated and customers transported.

Responsibilities

• Oversee Hospital Information Desks weekdays, weekends and holidays.
• Supervise and direct welcoming of guests, associates and partners to respective destinations. Escort or transport patients to their destinations as needed.
• Maintain Visitor Policy and Procedure (issue visitor passes, notify Administration of Regulatory Agency Inspector visits, check patient rooms on computer, etc...).
• Answer phones courteously and give clear, accurate information.
• Register flower deliveries as needed.
• Provide directions (verbal, physical, written, visual) to hospital areas and departments according to hospital standards.
• Resource for customer service/concierge inquiries. Accountable for all “customer service” related duties as needed, required or determined per individual situation.
• Assist Patient Relations Department with various duties as assigned (data entry, clerical work, service recovery follow-up, lost belongings).
• Uniform communication of “service excellence” initiatives.
• Secondary resource for “customer service” inquiries.
• Assists with special projects and paperwork for the department.
• Provides a variety of other services and/or performs a variety of other tasks in order to assure that guest’s need are not only met but exceeded. Also, ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.
• Provide necessary information to internal/external customers as needed.
• Notifies appropriate department of work environment needs (i.e. housekeeping needs, emergency situation response needs such as leaks and significant water spills, physical building needs, painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.)
• Performs duties as assigned by the department Leadership.
• Provide supervision of communication between department areas and respective waiting room patients and patients families.
• Supervise, train and coach volunteers/volunteens working at the Information Desk to enhance excellent customer service standards through communication, troubleshooting, education and service recovery.
• Provide supervision/guidance to ensure that the volunteers/volunteens maintain strong customer service skills that are consistently displayed.
• Provide consistent training/guidance when working with volunteers/volunteens to ensure they have a strong knowledge base of hospital operations.
• Act as the secondary resource 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.
• Assist the Manager and/or the Lead Rep of Patient Relations in the development of "customer service excellence" standards and initiatives that not only meet but also exceed customer expectations.
• Assist in establishing "customer service standards" policies and procedures.

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