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Guest Services Ambassador

2 months ago

Chicago, Illinois, United States Advocate Health Full time
Job Summary:

As a Guest Services Representative at Advocate Health, you will play a vital role in ensuring that our patients, visitors, and staff receive exceptional service and support. This is a unique opportunity to make a meaningful impact on the lives of others while working in a fast-paced and dynamic environment.

Main Responsibilities:

• Provide exceptional customer service by greeting and welcoming each individual, responding to their needs and requests in a timely and professional manner.
    • Demonstrate thorough knowledge of the hospital, including its services, policies, and procedures, to answer questions and provide information to patients and visitors.
    • Obtain authorization and clearance before allowing visitors to proceed to their desired location, adhering to hospital protocols and procedures.
    • Ensure that transportation equipment is available and accessible for patients and visitors, including wheelchairs, walkers, and other mobility aids.
    • Provide information on patient test and procedure schedules, wayfinding, inpatient room locations, and other visitor information, such as restrictions and waiting areas.
    • Cross-check visitor requests with the visitor restriction list and BOLOs to enforce patient and associate safety.
    • Manage visitor guidelines and policies, ensuring compliance with hospital regulations and procedures.
    • Provide recommendations and coordinate services for visitors, including transportation, dining, hotel, and other personal needs.

Additional Responsibilities:

• Monitor and respond to the infant security system in Labor & Delivery, Mother/Baby, and NICU Units.
    • Ensure visitors have proper identification and visitor passes before entering patient care areas, including the Nursery.
    • Verify visitor compliance with children visitation policies, including completion of the Health Screening form for Pediatric Visitors in the Mother/Baby Unit.
    • Register potential patients for L&D/Mother & Baby Unit Tours.
    • Notify relevant departments of work environment needs, including housekeeping, emergency situations, and physical building needs.
    • Perform light housekeeping duties in assigned areas, including picking up papers, sweeping carpets, and inspecting furniture and wheelchairs.
    • Perform additional duties as assigned by the Guest Services Manager.
    • Support and work with volunteers to assign wayfinding assignments to patients and support other guest/visitor needs.

Special Programs and Services:

• Contact taxi dispatch services to schedule taxi pickups for patients.
    • Work with clinical leaders to schedule and coordinate travel for patients requiring wheelchair-equipped transportation.
    • Partner with nursing to support parking needs for visitors with unplanned extended stays, following department processes for issuing and tracking complimentary parking.
    • Retrieve emails sent to the department inbox and perform the necessary actions.

Requirements:

• High school diploma or equivalent.
    • 2 years of experience in a customer service position, preferably in a medical field.

Preferred Qualifications:

• Strong computer skills and proficiency in Excel.
    • Excellent organizational, communication, and customer service skills.
    • Excellent quick-thinking and problem-solving skills.
    • Bilingual, especially Spanish-speaking, is preferred.

Working Conditions:

• Ability to handle confidential and sensitive information.
    • Ability to make quick, ethical, and sound decisions based on unique situations involving customer needs.
    • Ability to work occasional weekends and holidays.
    • Ability to maintain composure and professional behavior in stressful situations.
    • Ability to respond to emergency situations and activate alarms/escalate up the chain-of-command as needed.
    • Ability to perform physical tasks, including lifting, standing, walking, pushing, and moving patients via wheelchairs, wayfinding, or escorting.
    • Ability to lift up to 35 pounds without assistance and use patient handling equipment for heavier lifts or when patients are unable to assist.