Hospitality Agent I Full time Days

The salary range for this position is $18.81 - $27.27 (Hourly Rate)

Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement.

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section located at jobs.nm.org/benefits to learn more.

Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you'll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.

We recognize where you've been, and we support where you're headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.

Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.

Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional, and financial well-being.

Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.

From discovery to delivery, come help us shape the future of medicine.

Benefits:

• $10,000 Tuition Reimbursement per year ($5,700 part-time)
• $10,000 Student Loan Repayment ($5,000 part-time)
• $1,000 Professional Development per year ($500 part-time)
• $250 Wellbeing Fund per year ($125 for part-time)
• Matching 401(k)
• Excellent medical, dental and vision coverage
• Life insurance
• Annual Employee Salary Increase and Incentive Bonus
• Paid time off and Holiday pay

Description

​​​​​​The  Hospitality Agent  reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsible for receiving incoming calls and initiates work requests to satisfy the customer's need for multiple facilities within the Northwestern Medical System. Provide direct support to Hospitality management and making critical decisions in their absence. Provides team support by investigation of customer issues, responding to urgent customer service requirements, and supporting/implementing leadership decisions. Provides clerical and administrative support to management throughout the Integrated Service Team. Must be able to multi-task and perform various job duties at one time

Hours are:  6:30pm-3:00pm Monday-Friday

See what are staff is saying about working in this department and at Northwestern Medicine!  

Responsibilities:

• Acts in place of Hospitality Managers in their absence (i.e. call in staff, take service complaints from departments, assists employees with their payroll or My Learning).
• Answers calls courteously and immediately, documents calls, and accurately enters requests/work orders into the TMS, THM, Sentact or EPIC programs. Meets the needs or exceeds the expectations of patients, physicians, associates and others served.
• Has full understanding of the service procedures for the following facilities we receive calls.
  • Central Dupage Hospital
  • Delnor Community Hospital
  • Lake Forest Hospital
  • Northwestern Memorial
• Has full comprehension of the daily operations of the following departments and can make critical decisions about staffing or prioritizing work when needed.
  • Environmental Services
  • Patient Transport
  • Clinical Engineering
  • Engineering
  • Maintenance
  • Linen
  • Valet Parking
  • Parking Program
  • Lost and Found
  • Room Reservations
  • Emergency Management Equipment
  • Centralized Equipment
• Has the ability to diagnose and redirect request outside of Hospitality (i.e. IT, Operator, Property Management & Medical Office request).
• Crossed trained in EVS, Linen, Patient Transport, Room Reservation and have the ability to complete a task within those departments.
• Dispatches requests immediately to the appropriate departmental staff. Ensures requests are understood and follows through when appropriate.
• Directs the activity of the Hospitality departments and their employees, ensuring timely completion of tasks.  Monitors procedures related to availability and completion of tasks.  Follows-up on issues related to service and operations.
• Minimizes errors and maintains high quality by monitoring data and work. Develops and maintains system for organizing work and information.
• Understands and demonstrates proficiency with the use of communication and computer equipment.
• Utilizes effective dispatch logic in prioritizing tasks and dispatching assignments to the appropriate personnel in order of priority and availability.
• Consistently completes all data input/typing assignments efficiently, timely and accurately.
• Assumes responsibility for problem solving and makes suggestions for improvement. Identifies problems, conducts research, resolves issues and makes recommendations to department managers and Director of Hospitality Services.
• Notifies managers of potential situations and unreasonable response times and ensures compliance with policies and procedures for departmental operations.
• Resolves problems related to patient, visitor and staff complaints and recommends and participates in the solution (Service Recovery).
• Has full understanding of all Hospitality Departmental service level agreements and can make critical decisions about staffing or prioritizing work when needed.
• Assists manager with on-boarding of new employees.
• Is responsible for the appearance, cleanliness, and orderliness of assigned equipment, supplies, and space in the Call Center.

Qualifications

Minimum Requirements:

Education:

• High School Diploma

Experience:

• Clerical experience required
• Working in an environment with high call volume experience required

Behavioral Attributes:

• Ability to multitask
• Basic computer skills

Preferred :

• Some college

Equal Opportunity

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check.  Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. 

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our  Benefits section to learn more.

Sign-on Bonus Eligibility (if sign-on bonus offered for position): Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.