Patient Services & Guest Experience Advocate

Advocate Health; Charlotte (NC); On-site; USD 31,000 - 42,000; Full time

Job summary

Advocate Health is seeking an enthusiastic guest services associate to verify registration and escort patients and guests to their destination by walking or using a wheelchair. You will provide personal attention and respond promptly to patient, family and team member requests, while using teamwork to ensure high-quality service.

The role includes collecting data to identify areas for improved customer service, supporting leaders with policy recommendations, and directing complaints and

Qualifications

• High School Diploma or GED required.
• Experience in healthcare or customer service preferred.
• American Sign Language skills preferred.

Responsibilities

• Verifies registration and escorts patients and guests to their destination by walking or use of a wheelchair.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services. Responds promptly to patient, family and team member requests.
• Collects data and documentation to assist in the identification of areas needing improved customer service. Assists leaders in recommending changes in facility and departmental policy and procedure.
• Facilitates improved customer service by identifying, investigating and directing complaints, concerns and compliments to the appropriate team members and leaders.
• Records and submits all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc.
• Assists the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans and quality guidelines.
• Maintains close communication with leaders regarding the department and problem areas. Requests assistance as needed for additional team members or other resources.
• Clerical handling of departmental, hospital and organizational reports and forms.
• Assists leadership team with the orientation, daily activities and evaluation of volunteers and interns.

Skills

Customer service

Teamwork

Communication

Education

High School diploma or GED

Job description

Advocate Health is seeking an enthusiastic guest services associate to verify registration and escort patients and guests to their destination by walking or using a wheelchair. You will provide personal attention and respond promptly to patient, family and team member requests, while using teamwork to ensure high-quality service.

The role includes collecting data to identify areas for improved customer service, supporting leaders with policy recommendations, and directing complaints and