Guest Relations Associate Lead

3 weeks ago

Oak Park, United States Rush University Full time

**Location**:Oak Park, IL

**Hospital**:RUSH Oak Park Hospital

**Department**:Information Center

**Work Type**:Full Time (Total FTE between 0.9 and 1.0)

**Shift: Shift 1**

**Work Schedule**:8 Hr (9:00:00 AM - 5:30:00 AM)

Summary:
This position is responsible for overseeing the daily operation of the Front Desk Information Center and the Surgical Waiting Area; including coordination of information desk staff and volunteer duties. Guest Relations Staff are responsible for providing a welcoming, high quality and supportive hospital service experience for patients, families, visitors and staff. Greeting and responding to the needs of these customers by providing information, high quality service and support in a timely manner. In all interactions, be mindful of the institutional values of innovation, collaboration, accountability, respect and excellence. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Other information:
Required Job Qualifications:

- High School Diploma or GED.
- 3 years of customer service experience.
- Strong organizational skills and multi-tasking skills.
- Ability to set appropriate priorities in a changing environment.
- Excellent customer service skills and telephone etiquette.
- Experience with coordination, training and supervision of staff and volunteers.
- Easily able to collaborate and work well with employees at all levels.
- Communicate effectively and in a positive manner, both verbally and in writing.
- Good computer skills.
- Friendly and positive personality.
- Ability to deal with emergencies in a calm and effective manner.

Preferred Job Qualifications:

- 4-5 years of customer service experience within a hospital setting.
- Some college classes.
- Bi-lingual Ability.

Responsibilities:

- Monitor the daily operations of the Front Desk Information Center and Surgical Waiting Area.
- Manages staffing and scheduling requirements for the Front Desk.
- 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 telephone encounters.
- Approach all encounters with customers in a courteous, respectful, attentive and service oriented manner representing the professional image of ROPH and its mission, vision and values.
- Respect all customers' privacy, perspective, priorities, time and abilities.
- Exercise sound judgment and appropriate discretion in resolving guest service issues.
- Seek out current organizational information that impacts this job function and provide appropriate feedback to Director Volunteer and Guest Services on information needs.
- Monitor and report on trends related to service needs for the purpose of continuously improving service delivery.
- Comply at all times with Guest Services policies and procedures to ensure high quality service delivery. Communicates patient arrivals to technical sections. Assists 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.
- Support Same Day Surgery daily activities by:

- Checking in patient and notifying SDS upon arrival.
- Escorting patient to SDS.
- Documenting information of family members and distributing surgical brochure.
- Continuous rounding of family members to keep them updated on patients progress
- Support Front Desk daily activities by:

- Promoting visitor pass system.
- Coordinating transportation services for hospital including calling cabs for patients.
- Coordinating courier services at front desk.
- Providing daily assessment of patient wheelchair accessibility.
- Sorting and distributing patient mail.
- Attending the weekday morning staff huddle.
- Requirements may vary according to department needs.

**Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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