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Guest Relations Associate

4 months ago

Oak Park, United States Rush 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 (11:30:00 AM - 8:00:00 PM)

Summary:
The Guest Relations Associate is responsible for providing a welcoming, high quality and supportive hospital 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, high quality service and support in a timely manner. Individuals in this position are expected to behave in a positive and enthusiastic manner as they are often the first contact patients and visitors will have with Rush. In all interactions, the Guest Relations Associate will 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 equivalent.
•Two- three years of customer service related experience.
•Strong organizational skills and multi-tasking skills.
•Ability to set appropriate priorities in a dynamic environment.
•Excellent customer service skills and telephone etiquette.
•Collaborate and work well with employees at all levels.
•Communicate effectively and in a positive manner, both orally and in writing.
•Basic computer skills.

Preferred Job Qualifications:
•Some college classes.
•Bi-lingual skills.

Responsibilities:
•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 services issues.
•Seek out current organizational information that impacts this job function and provide appropriate feedback to Guest Relations Associate Lead on information needs.
•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.
•Collaborate with coworkers and manager on scheduling requirements, and be present at assigned workstations as scheduled.
•Support daily Same Day Surgery 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 daily Front Desk 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
•Requirements may vary according to departmental 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.