Concierge

Advocate Health Care; Des Plaines (IL); On-site; USD 35,000 - 52,000; Full time

Job summary

Advocate Health Care is seeking a dedicated Guest Services/Transport associate to manage the first and last impressions of the facility and ensure a positive patient and visitor experience. You will greet guests, answer calls, coordinate transport with departments and external organizations, and use the Epic system to support appointments and look-ups.

The role requires strong customer service skills, excellent communication, and the ability to work in a fast-paced hospital environment.

Qualifications

• High School Diploma or GED required.
• Typically requires 2 years in a customer service facing role.
• Life support training may be required depending on department discretion.

Responsibilities

• Manage first and last impressions of the facility.
• Greet and acknowledge all guests professionally and provide quick, responsive service.
• Answer phones and coordinate with departments and outside organizations as requested.
• Utilize the Epic system for appointment and patient look-up, input of transport requests.
• Communicate with departments and transport companies on behalf of patients/visitors.
• Collaborate with hospital staff and assist in maintaining smooth traffic flow at entrances.
• Assist in transporting patients/visitors via wheelchairs and escorts as needed.
• Perform symptom screening of patients/visitors when required.

Skills

Customer service

Communication

Interpersonal skills

Time management

Teamwork

Education

High School Diploma or GED

Tools

Epic system

Job description

Major Responsibilities

• Successfully manage the first and last impressions of the facility
• Proactively approach, greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service
• Answer telephone and make calls to department, units and outside organizations as requested
• Successfully utilize the Epic system for appointment and patient look-up, input of transport requests
• Properly communicate with all departments and transport companies on behalf of patients/visitors
• Partner with all hospital staff
• Problem-solve, manage conflict, address patient/visitor concerns and complaints, and initiate recovery steps for service failures
• Assist in maintaining a smooth traffic flow at the entrances to the facility
• Physically assist in the transport of patients/visitors through wheelchair use and escorting -both external and internal
• Physically assist patients in/out of vehicles
• When required, provide symptom screening of patients/visitors entering the facility by asking structured health questions

Licensure, Registration And/or Certification Required

• None Required.

Education Required

• High School Diploma or GED

Years Of Experience

• Typically requires 2 years in customer service facing role.

Knowledge, Skills & Abilities Required

• Life support training courses may be required dependent on department discretion
• Excellent Customer service, communication (written and verbal) and interpersonal skills; ability to positively communicate with others under difficult circumstances
• Intermediate computer skills (prior Epic experience is a plus)
• Must be extremely accurate in a fast paced environment
• Ability to manage multiple demands and priorities
• Demonstrated ability to work as part of a team, independently and collaboratively

Physical Requirements And Working Conditions

Ability to stand and walk throughout work area approximately 95% of the workday

Ability to withstand exposure to weather elements – both extreme cold and heat approximately 95% of the workday

Able to perform physical tasks such as lifting, standing, walking, pushing, pulling, and moving patients via wheelchairs, wayfinding, and/or escorting

Ability to tolerate minimal exposures of odors from auto emissions/gasoline

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.