Guest Services Associate

Major Responsibilities

• Welcomes guests, associates and partners to hospital Main Lobby
• Alerts departments, patient care units and/or other hospital areas of guest’s arrival if appropriate.
• Assesses guest’s immediate needs and transports or arranges if necessary for transportation to destination
• Greets and directs all patients, family, visitors and associates to the appropriate area according to visitation policy and Guest Services Standards.
• Addresses guests, associates and partners according to service standards.
• Answers questions, solves problems for guests independently or with the assistance of the guest services supervisor.

Provides escort services for guests as needed

• Assures that transportation equipment is available for use in a timely and efficient manner for all point of entry areas (i.e. appropriate size and numbers of wheelchairs, walkers, etc).
• Escorts guests to desired destination (may require transporting guests).
• Transports papers, supplies, or any other information to directed destination.
• Delivers flowers and patient mail

Provides information to guests, associates and partners as needed, required or determined per individual situations

• Accesses information via a variety of vehicles (multiple computer systems, phones, maps, signs, etc.) and provides information such as place and time of appointment for tests/procedures, location of destination, availability of transportation services, inpatient room information, Emergency Department, patient room information, visiting hours information, etc.
• Provides information regarding scheduled meeting dates, times and location, education programs information, etc
• Accepts and disseminates guest, associate and partner suggestions, concerns and questions to appropriate area and/or person.
• Acts as a liaison between guests and all other hospital areas to include such things as directing guests to Cashier/business office area, informing valet service of vehicle retrieval request, communication with outpatient areas notifying of patient arrival or particular patient needs, communication with security in order to inform of on‑going or potential security situation.
• Coordinates Condell guest information needs with external services or resources such as information regarding bus, train, or taxi schedules or requests, dining establishments, hotels, airline reservation systems, religious service locations and schedule, requests for flowers, personal care items or services, or any other requested services.

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.

• Assures visitors have appropriate ’s or Visitor's passes before entering patient care areas including Nursery.
• Supervises Volunteer activities.
• Assure visitor’s compliance with Pet Visitation policy when applicable.
• Performs additional duties as assigned by the Guest Services Manager.
• Coordinates lost belongings pickup with Patient Relations and Security.

Establishes and maintains a high level of skill and knowledge of hospital personnel, departments, information systems, processes and general hospital information in order to provide strong customer service and to meet the needs of Condell guests, associates and partners.

• Participates in ongoing education in order to establish and maintain a high level of skill and knowledge in all facets of the position.
• Establishes and maintains a high level of competency in regards to information and telecommunication systems that are utilized in daily activities.

Provides symptom screening for patients, visitors and team members upon entrance to an Advocate Aurora Health location.

• Appropriately acknowledge or greet each person entering the building at assigned entrance.
• Displays courteous, helpful behavior to patients, visitors, medical personnel, and team members.
• Follows protocol for screening patients, visitors and team members as they enter the medical facility.
• Adheres to all patient, visitor and team member health screening policies, procedures, and guidelines.
• Ma…