Guest Services Coordinator

Guest Relations Associate

The Guest Relations Associate is responsible for providing a welcoming and supportive service experience for patients, families, visitors and staff. The position is responsible for greeting and responding to the needs of these customers by providing information, service and support in a timely manner. Individuals in this position are expected to behave in a positive, professional and enthusiastic manner, as they are often the first contact patients and visitors will have with RUMC.

In all interactions, the Guest Relations Associate will be mindful of the institutional values of innovation, collaboration, accountability, respect and excellence, and will exemplify the Rush mission, vision, and values, acting in accordance with RUMC policies and procedures.

Initiate greetings and positive interaction with patients, visitors, and staff.

Provide a welcoming impression and convey clear, precise information and directions in both face-to-face and telephonic interactions.

Approach all encounters with customers in a courteous, respectful, attentive and service-oriented manner, representing the professional image of RUMC and its mission, vision and values.

Respect all customers' privacy, perspective, priorities, time and abilities.

Exercise sound judgment and appropriate discretion in resolving guest relations service issues.

Seek out current organizational information that affects this job function and provide appropriate feedback to Guest Relations Manager on information needs.

Monitor and report on trends related to service needs for continuously improving service delivery.

Comply at all times with Guest Relations policies and procedures to ensure high quality service delivery.

Communicate patient arrivals to clinical personnel.

Communicate with Volunteer Services and Transport for the procurement of wheelchair assistance.

Assist with support for effective patient flow.

Ensure the work environment is clean, well-organized, safe, and presents a professional and welcoming image to customers.

Maintain a high standard of personal appearance and demeanor, which includes wearing proper attire and nametag when working.

Ensure all vendors are listed on the SharePoint site before issuing an access badge.

Ensure that appropriate patient information is entered into the EPIC system.

Collaborate with coworkers and manager on scheduling requirements, and be present at assigned workstations as scheduled. Requirements may vary according to department needs.

Photograph, check in and issue visitor passes to guests according to the Rush Visitor Management policy.

Perform other duties as assigned.

High School diploma or equivalent required

18 Years of age or older

One year of college

1-2 years previous job related experience

The ability to independently move between work stations on campus

Excellent customer service skills

Strong organizational skills and multi-tasking skills

Ability to set appropriate priorities in a dynamic environment

Collaborate and work well with employees at all levels

Communicate effectively and in a positive manner, both orally and in writing

Good computer skills

Bilingual skills a plus