Guest Services Lead - Patient Experience & Training

Advocate Health; High Point (NC); On-site; USD 19,000 - 25,000; Full time

Job summary

Advocate Health is seeking personnel for patient services and front desk support. The role involves coordinating staff activities, orienting new teammates, and participating in regular staff meetings to ensure courteous, accurate information delivery to patients and guests.

Responsibilities include assisting patients with directions, policy explanations, and crisis response, while collecting data and reporting to improve service.

Qualifications

• Education: High School Diploma or GED required.
• Certification / Registration / License: Valid Driver's License, Basic Life Support Certification, Annual Defensive Driving Course
• Work Experience: Ability to type 60 words per minute. Computer proficiency.

Responsibilities

• Coordinate activities of assigned teammates.
• Orient new teammates and provide ongoing training and assessment of staff. Train volunteers as appropriate to their assignments.
• Participate in regular staff meetings with Supervisors and Huddle Meetings with teammates.
• Receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner. Respond to patient and guest complaints.
• Provide guests with assistance throughout the facility, including directions, patient locations, and location of hospital amenities.
• Assist families in understanding hospital and departmental policies and procedures and promote open communication of information as appropriate.
• Respond as directed to all emergency, crisis, and disaster situations.
• Collect data and documentation that assists in identifying areas needing improved customer service. Assist leaders in recommending changes in facility and departmental policy and procedure.
• Facilitate improved customer service by identifying, responding to, and directing complaints, concerns, and compliments to the appropriate staff members and leaders.
• Accurately record and submit all documentation/statistical reports for services provided to patients and families.
• Is there anything else you would like to know about this job.

Skills

Typing 60 wpm

Computer proficiency

Customer service

Education

High School Diploma or GED

Job description

Advocate Health is seeking personnel for patient services and front desk support. The role involves coordinating staff activities, orienting new teammates, and participating in regular staff meetings to ensure courteous, accurate information delivery to patients and guests.

Responsibilities include assisting patients with directions, policy explanations, and crisis response, while collecting data and reporting to improve service.