Guest Services Representative

Advocate Health Care; Downers Grove (IL); On-site; USD 32,000 - 42,000; Full time

Job summary

Advocate Health Care in Downers Grove, IL seeks an attentive Guest Services Associate to support visitors, patients, and staff across the hospital campus. You will greet individuals, provide directions, answer questions, and help ensure a welcoming, secure environment.

You will verify IDs, maintain policy compliance, and coordinate transportation and wayfinding services, working closely with volunteers and clinical teams to meet patient and guest needs.

Qualifications

• High school diploma or equivalent; 2+ years in a customer service role preferred in a medical setting.
• Strong computer skills and proficiency with Excel are essential.
• Bilingual abilities, especially Spanish, are preferred to assist diverse patients and visitors.

Responsibilities

• Greet and welcome visitors, patients, staff, and physicians with a helpful, courteous demeanor.
• Answer questions, provide directions, and share hospital information including tests, locations, hours, and restrictions.
• Verify visitor ID and compliance with hospital policies and safety protocols.
• Coordinate and arrange transportation, parking, and wayfinding assistance as needed.
• Liaise with volunteers and clinical leaders to support guest services and patient mobility.
• Assist with special programs and services for patients and visitors and help ensure a clean, safe hospital environment.
• Monitor visitor restrictions and respond to inquiries to maintain patient and staff safety.

Skills

Computer skills

Excel

Customer service

Bilingual (Spanish preferred)

Education

High school diploma or equivalent

Job description

• Supports a strategic location in the hospital by providing resources, information, and security to visitors, patients, staff, and physicians.
• Provides superior customer services by greeting and welcoming each individual that they encounter.
• Demonstrates thorough knowledge of the hospital by answering questions for patients or visitors and responds to meet their requests or needs.
• Obtains authorization / clearance before allowing visitors to proceed to their desired location, as outlined by protocol.
• Assures that transportation equipment is available for use in a timely and efficient manner (i.e. appropriate size and numbers of wheelchairs, walkers, etc).
• Provides information regarding a patient's test/procedure, wayfinding / location of the patient's destination, inpatient room information, and other visitor information like restrictions, hours, or waiting areas.
• Cross-checks visitor requests with the visitor restriction list and BOLOs as a primary means to enforce patient and associate safety.
• Manage visitor guidelines as outlined by hospital policy.
• Provides recommendations and coordinates upon request for visitors seeking transportation, dining, hotel, florist, or other personal needs.
• Provides a variety of other services and/or performs a variety of other tasks in order to assure that guests’ 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.
• Monitors and responds appropriately to infant security system in the Labor & Delivery, Mother/Baby and NICU Units.
• Assures visitors have appropriate ID's or Visitor's passes before entering patient care areas including Nursery.
• Assure visitor's compliance with Children visitation policies including completion of the "Health Screening form for Pediatric Visitors" in the Mother/Baby Unit.
• Registers potential patients for L&D /Mother & Baby Unit Tours
• Notifies appropriate departments of work environment needs, (housekeeping needs, emergency 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.).
• Performs light housekeeping duties in assigned area (i.e. pick-up papers, carpet sweep, inspect furniture and wheelchairs, wipe up small spills, inspect surrounding furniture, etc.).
• Performs additional duties as assigned by the Guest Services Manager.
• Supports, utilizes and works directly with volunteers to assign wayfinding assignments to patients and support other guest/visitor needs.
• Performs additional tasks related to special programs or services available to patients, such as complimentary parking, transportation scheduling/assistance, travel vouchers, etc.
• Contact taxi dispatch service, upon request, to schedule a taxi pickup from the hospital for a patient.
• Works with various clinical leaders to schedule and coordinate travel for patients who require wheelchair-equipped transportation.
• Partners with nursing support to support parking needs for visitors with unplanned extended days. Follows department process for issuing and tracking complimentary parking.
• Retrieves emails sent to the department inbox and performs the appropriate action (schedule meeting, forward information, take action, etc)

Major Responsibilities

• Supports a strategic location in the hospital by providing resources, information, and security to visitors, patients, staff, and physicians.
• Provides superior customer services by greeting and welcoming each individual that they encounter.
• Demonstrates thorough knowledge of the hospital by answering questions for patients or visitors and responds to meet their requests or needs.
• Obtains authorization / clearance before allowing visitors to proceed to their desired location, as outlined by protocol.
• Assures that transportation equipment is available for use in a timely and efficient manner (i.e. appropriate size and numbers of wheelchairs, walkers, etc).
• Provides information regarding a patient's test/procedure, wayfinding / location of the patient's destination, inpatient room information, and other visitor information like restrictions, hours, or waiting areas.
• Cross-checks visitor requests with the visitor restriction list and BOLOs as a primary means to enforce patient and associate safety.
• Manage visitor guidelines as outlined by hospital policy.
• Provides recommendations and coordinates upon request for visitors seeking transportation, dining, hotel, florist, or other personal needs.
• Provides a variety of other services and/or performs a variety of other tasks in order to assure that guests’ 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.
• Monitors and responds appropriately to infant security system in the Labor & Delivery, Mother/Baby and NICU Units.
• Assures visitors have appropriate ID's or Visitor's passes before entering patient care areas including Nursery.
• Assure visitor's compliance with Children visitation policies including completion of the "Health Screening form for Pediatric Visitors" in the Mother/Baby Unit.
• Registers potential patients for L&D /Mother & Baby Unit Tours
• Notifies appropriate departments of work environment needs, (housekeeping needs, emergency 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.).
• Performs light housekeeping duties in assigned area (i.e. pick-up papers, carpet sweep, inspect furniture and wheelchairs, wipe up small spills, inspect surrounding furniture, etc.).
• Performs additional duties as assigned by the Guest Services Manager.
• Supports, utilizes and works directly with volunteers to assign wayfinding assignments to patients and support other guest/visitor needs.
• Performs additional tasks related to special programs or services available to patients, such as complimentary parking, transportation scheduling/assistance, travel vouchers, etc.
• Contact taxi dispatch service, upon request, to schedule a taxi pickup from the hospital for a patient.
• Works with various clinical leaders to schedule and coordinate travel for patients who require wheelchair-equipped transportation.
• Partners with nursing support to support parking needs for visitors with unplanned extended days. Follows department process for issuing and tracking complimentary parking.
• Retrieves emails sent to the department inbox and performs the appropriate action (schedule meeting, forward information, take action, etc)

Education/Experience Required

• High school diploma or equivalent. 2
• 2 years’ experience in a customer service position, preferably in a medical field

Knowledge, Skills & Abilities Required

• Strong computer skills, proficient with Excel
• Excellent quick-thinking and problem-solving skills.
• Excellent organizational, communication, and customer service skills.
• Bilingual, especially Spanish speaking, is preferred.

Physical Requirements And Working Conditions

• Can make quick, ethical, and sound decisions based on unique situations involving customer needs.
• Can be trusted to handle confidential and sensitive information.
• Can work occasional weekends and holidays
• Can maintain composure and professional behavior in stressful situations.
• Can respond to emergency situations and activate alarms / elevate up chain-of-command as soon as the situation requires it.
• Must be able to perform physical tasks such as lifting, standing, walking, pushing, moving patients via wheelchairs, wayfinding, or escorting.
• Can lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, will use patient handling equipment with at least one other associate.

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.