Guest Services Associate ACH

Advocate Aurora Health; Park Ridge (IL); On-site; USD 25,000 - 39,000; Part time

Job summary

Advocate Lutheran General Hospital, part of Advocate Aurora Health, seeks a Guest Services Associate in a part-time role within the Outpatient Pavilion. You will greet guests, provide wayfinding, escort patients, and assist with wheelchair transport while upholding service standards.

Responsibilities include developing customer service standards, acting as a liaison for hospital associates and guests, and maintaining clean, welcoming environments in the front and back lobbies.

Qualifications

• Answering guest inquiries with courtesy and professionalism.
• Ability to navigate the hospital environment and assist visitors.
• Maintain a welcoming and safe environment for patients and families.

Responsibilities

• Assist in development of customer service standards and policies.
• Act as liaison for patients, families and guests; provide directions and support.
• Escort patients and visitors to destinations; provide wheelchair assistance as needed.
• Promote patient safety and follow service recovery processes when appropriate.
• Attend team meetings and share service performance insights.

Skills

Customer service

Guest services

Communication

Hospital operations

Wheelchair assistance

Tools

Information systems

Job description

Department:

11612 Advocate Lutheran General Hospital - Guest Services: ACH

Status:

Part time

Benefits Eligible:

No

Hours Per Week:

0

Schedule Details/Additional Information:

Operations 630am-1am Mondays-Saturday, Sundays Noon-1am

Pay Range:

$18.85 - $28.30

Major Responsibilities:

To emulate the concept of “customer service” while performing all related job duties.
1)Assist in development of “customer service excellence” standards that not only meet but exceed customer expectations.
2)Assist in establishing “customer service standards” policies and procedures.
3)Act as a resource person 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.
4)Clean wheelchairs and keep an adequate number available in the front and back lobby areas of the Outpatient Pavilion.
5)Clean wheelchairs and Guest Services equipment to provide a clean environment for patients, patient's families, visitors and associates.
Proactively greet all guests as they enter the hospital. Provide way finding assistance while following the Guest Services department and Advocate system's behavioral expectations.
1)Acknowledges and warmly welcomes all hospital guests, associates and partners as they enter the Outpatient Pavilion.
2)Demonstrate behavioral and general expectations for service excellance as described by the Guest Services department management team, to provide a high level of customer service for our patients, patient's families and visitors.
3)Escort patients, patient's families and visitors to their preferred destinations. Provide wheelchair assistance for patients, patient's families and visitors throughout the Outpatient Pavilion when needed.
4)Assist patients/visitors into and out of wheelchairs at their vehicles when they arrive or are leaving the hospital.
5)As a department under the umbrella of customer service, guest services associates will serve as liaisons for our patients and provide support to all departments as needed, by assisting with patient needs and concerns presented to us, resolution of patient issues when possible, application of service recovery when appropriate, connection with appropriate individual who can resolve the issue when necessary and other duties as needed.
6)Assume responsibilities for concierge outcomes as a whole and participate in evaluations and action plan design and implementation activities in order to maintain high standards of service.
7)Attends team meetings and brings pertinent information to team group (i.e. monitoring indicators results, recommendations for improvements, problem solving recommendations, and general information of overall service).
8)Acts as a customer service excellence and information team resource person to hospital associates.
9)Accepts and disseminates guest, associate suggestions, concerns and questions to appropriate area and/or person.
To partner flexibly with all team members in Guest Services and all departments in the medical center in order to meet the needs of our customers.
1)As a department under the umbrella of customer service, guest services associates will serve as liaisons for our patients and provide support to all departments as needed, by assisting with patient needs and concerns presented to us, resolution of patient issues when possible, application of service recovery when appropriate, connection with appropriate individual who can resolve the issue when necessary and other duties as needed.
2)Guest Services team members will serve as a “voice of the customer” by conducting rounds on the inpatient units to assist patients who may feel that they are not receiving service that meets their expectation and responding to these needs by resolving the issues or getting in touch with the appropriate person who can. It is also the role of guest services to follow up on patient’s rounded on to assure action has been taken.
3)Assume responsibilities for concierge outcomes as a whole and participate in evaluations and action plan design and implementation activities in order to maintain high standards of service.
4)Acts as a customer service excellence and information team resource person to hospital associates
5)Promotes patient safety by reporting of issues through established channels and participating as requested in safety initiatives.
Establishes and maintains a high level of skill and knowledge of hospital personnel, departments, information systems, processes and general hospital information in order to be considered the “experts” in customer service and to meet the needs of Advocate Children’s Outpatient Center guests, associates and partners.
1)Attend seminars, conferences and/or educational activities in order to establish and maintain a high level of skill and knowledge in all facets of the position.
2)Implements action plans in response to performance monitoring results as directed by the manager or coordinator.
3)Establishes and maintains a high level of competency in regards to information and telecommunication systems that are utilized in daily activities.
Provides a variety of other services and/or performs a variety of other tasks in order to assure that guest’s needs are not only met but exceeded and to ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.
1)Performs light housekeeping duties in assigned area (i.e. pick-up papers, inspect furniture and wheelchairs, wipe up small spills, inspect surrounding furniture, etc.).
2)Notifies appropriate departments of work environment needs, housekeeping needs, emergency situation response needs such as leaks and significant water spills, physical building needs (i.e. painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.).
3)Acts as a “runner” in order to expedite work or service flow.
4)Performs additional duties as assigned by the guest services staff and/or Coordinator or manager
5)Utilizes a multitude of information/communications systems in order to obtain information and/or communicate information.
6)Maintains a highly competent skill and knowledge level of all information communication systems utilized to include all applications on universal workstation and universal printer, telephone system, paging system, etc.
7)Accurately identifies and accesses appropriate computer application in order to obtain or provide required or requests information.
8)Performs basic computer trouble-shooting procedures.
9)Certain designated Guest