Guest Services Associate: PRN

Overview

Department: 11611 Advocate Condell Medical Center - Guest Services

Status: Part time

Benefits Eligible: No

Hours Per Week: 0

Schedule Details/Additional Information: Shifts available:
Weekends. Dept hours (Open 7am and closes at 8pm).

Pay Range: $18.85 - $28.30

• Welcomes guests, associates and partners to the 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 transportation to destination as necessary.
• 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 and solves problems independently or with the assistance of the guest services supervisor. Provides escort services for guests as needed.

• Assures transportation equipment is available for use in a timely and efficient manner for all point of entry areas (e.g., wheelchair, walkers).
• 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 or per individual situations.

• Accesses information via multiple systems (computers, phones, maps, signs) and provides information such as appointment locations and times, transportation services, inpatient room information, visiting hours, etc.
• Provides information regarding scheduled meetings, education programs, and related details.
• Accepts and disseminates guest, associate and partner suggestions, concerns and questions to appropriate area or person.
• Acts as a liaison between guests and hospital areas, including directing guests to Cashier/Business Office, informing valet service of vehicle retrieval, communicating with outpatient areas, and coordinating with Security for safety situations.
• Coordinates Condell guest information needs with external services or resources (bus, train, taxi, dining, hotels, airline reservations, religious services, flowers, personal care items, etc.).
• Provides a variety of other services to ensure guest needs are met and the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities.

• Assures visitors have appropriate IDs or Visitor passes before entering patient care areas including Nursery.
• Supervises Volunteer activities and ensures visitor 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 knowledge of hospital personnel, departments, information systems, processes and general hospital information to provide strong customer service.

• Participates in ongoing education to maintain skills; establishes competency in information and telecommunication systems used in daily activities.

High school diploma or equivalent. 2 years hospital experience in a high-contact customer service area or 2 years of comparable customer service experience. Some knowledge of medical terminology preferred.

• Computer skills with basic keyboard familiarity; basic telecommunication system skills (multi-line calls).
• Basic office skills (fax, copy machine, online services).
• Excellent organizational, communication, and customer service skills.
• Excellent problem-solving skills. Bilingual Spanish skills preferred.

Ability to make quick and sound decisions to meet customer needs. Ability to work week-days, weekends, holidays, and off shifts. Maintain composure in stressful situations. Hear alarms and respond promptly. Present a clean, well-groomed, professional appearance. Perform physical tasks such as lifting, pushing and moving patients, wheelchairs, etc. Lift up to 25 pounds occasionally; if patient care is involved, additional lifting requirements apply (up to 35…