Guest Services Associate

Department: 11611 Advocate Condell Medical Center - Guest Services Status: Part time Benefits Eligible: Yes Hours Per Week: 26 Schedule Details/Additional Information: Tuesday, Thursday, & Friday. During business hours. Pay Range $18.85 - $28.30 Major Responsibilities: Welcomes guests, associates and partners to hospital Main Lobby 1)Alerts departments, patient care units and/or other hospital areas of guest’s arrival if appropriate. 2) Assesses guest’s immediate needs and transports or arranges if necessary for transportation to destination 3) Greets and directs all patients, family, visitors and associates to the appropriate area according to visitation policy and Guest Services Standards. 4)Addresses guests, associates and partners according to service standards. 5)Answers questions, solves problems for guests independently or with the assistance of the guest services supervisor. Provides escort services for guests as needed 1) 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). 2) Escorts guests to desired destination (may require transporting guests). 3) Transports papers, supplies, or any other information to directed destination. 4)Delivers flowers and patient mail Provides information to guests, associates and partners as needed, required or determined per individual situations 1) 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. 2) Provides information regarding scheduled meeting dates, times and location, education programs information, etc 3) Accepts and disseminates guest, associate and partner suggestions, concerns and questions to appropriate area and/or person. 4) 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. 5) 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. 1) Assures visitors have appropriate ID's or Visitor's passes before entering patient care areas including Nursery. 2)Supervises Volunteer activities. 3) Assure visitor's compliance with Pet Visitation policy when applicable. 4)Performs additional duties as assigned by the Guest Services Manager. 5)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. 1) Participates in ongoing education in order to establish and maintain a high level of skill and knowledge in all facets of the position. 2) 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. 1)Appropriately acknowledge or greet each person entering the building at assigned entrance. 2)Displays courteous, helpful behavior to patients, visitors, medical personnel, and team members. 3)Follows protocol for screening patients, visitors and team members as they enter the medical facility. 4)Adheres to all patient, visitor and team member health screening policies, procedures, and guidelines. 5)Maintains orderly storage of supplies and keeps table area neat, clean and organized. 6)Oversee daily upkeep and cleanliness of screening areas. 7)Abides by and complies with all medical center and department policies and procedures. 8)Performs other duties and projects as requested by leadership. Education/Experience Required: High school diploma or equivalent. 2 Year hospital experience in a high contact customer service area/department or 2 years of comparable customer service experience. Some knowledge of medical terminology preferred. Knowledge, Skills & Abilities Required: Computer skills and knowledge with basic keyboard familiarity preferred. Basic telecommunication system skills and knowledge (receiving/making multi line calls, etc.). Basic office skills (fax, copy machine, on-line services). Excellent organizational, communication, and customer service skills. Excellent problem-solving skills. Bilingual Spanish skills preferred. N/A Physical Requirements and Working Conditions: Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs. Ability to work week-days, week-ends, holidays, and off shifts in order to serve customers in a medical center environment. Ability to maintain composure and professional behavior in stressful situations. Ability to hear alarms and respond immediately. Must present a clean, well groomed, professional appearance at all times. Must be able to perform physical tasks such as lifting, pushing moving patients, wheelchairs, etc. Must be able to accommodate all customer areas in various locations of the hospital. Must be able to perform physical tasks such as lifting, pushing, moving patients, wheelchairs, etc., Lift up to 25 pounds ocassionally. If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis. 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. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care