Hospital Guest Relations Specialist

2 weeks ago

Chicago, Illinois, United States Advocate Health Full time
Key Responsibilities:
  • Welcomes patients, visitors, and staff to the facility's main entrance.
    • 1) Evaluates the immediate needs of guests and facilitates their transportation to the appropriate location.
    • 2) Addresses individuals according to established service protocols.
    • 3) Directs all patients, families, and visitors to the correct areas in accordance with visitation guidelines and service standards.
    • 4) Responds to inquiries and resolves issues for guests, either independently or with the support of the guest services supervisor.
    • 5) Notifies relevant departments and care units of guest arrivals when necessary.
  • Provides escort services for guests as required
    • 1) Ensures that transportation equipment is readily available for use in a timely manner.
    • 2) Accompanies guests to their desired locations, which may involve assisting with transportation.
    • 3) Delivers documents, supplies, or other materials to specified destinations.
  • Offers information to guests, staff, and partners as needed
    • 1) Coordinates guest information requests with external services, including transportation options and other resources.
    • 2) Accesses and disseminates information regarding appointments, locations, and services using various tools.
    • 3) Provides details about scheduled meetings and educational programs.
    • 4) Collects and communicates guest feedback and inquiries to the appropriate departments.
    • 5) Acts as a liaison between guests and hospital departments to facilitate communication and service.
  • Performs additional tasks to ensure guest satisfaction and maintain a welcoming environment
    • 1) Retains and manages lost items for patients and coordinates their retrieval.
    • 2) Oversees volunteer activities within the guest services department.
    • 3) Ensures that visitors possess the necessary identification before entering sensitive areas.
    • 4) Completes other duties as assigned by management.
  • Maintains a comprehensive understanding of hospital operations and services to provide exceptional customer support
    • 1) Engages in ongoing training to enhance skills and knowledge relevant to the role.
    • 2) Develops proficiency in the information and communication systems utilized in daily operations.
Qualifications:
  • High school diploma or equivalent required. A minimum of two years of experience in a customer service role, preferably in a healthcare setting.
Skills and Abilities:
  • Proficient in basic computer operations and telecommunications systems.
  • Strong organizational, communication, and customer service skills.
  • Effective problem-solving abilities.
  • Bilingual Spanish skills are a plus.
Physical Requirements:
  • Ability to make quick decisions based on varying situations to meet customer needs.
  • Willingness to work flexible hours, including weekends and holidays, in a healthcare environment.
  • Capability to maintain professionalism in high-pressure situations.
  • Must be able to perform physical tasks, including lifting and assisting patients.
This job description outlines the general nature and level of work expected from the individual in this position. It is not intended to be an exhaustive list of all duties and responsibilities associated with the role.

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