Hospital Guest Relations Specialist

2 weeks ago

Chicago, Illinois, United States Advocate Health Full time
Key Responsibilities:
  • Welcomes patients, visitors, and staff to the hospital's main entrance.
    • Evaluates guests' immediate requirements and coordinates transportation to their designated areas as needed.
    • Addresses individuals according to established service protocols.
    • Greets and guides all patients, families, visitors, and staff to the appropriate locations in accordance with visitation guidelines and Guest Services Standards.
    • Responds to inquiries and resolves issues for guests independently or with the assistance of the Guest Services Manager.
    • Notifies relevant departments and patient care units of guest arrivals when necessary.
  • Facilitates escort services for guests as required.
    • Ensures that transportation equipment is readily available for use in a timely manner at all entry points (e.g., sufficient numbers and sizes of wheelchairs).
    • Accompanies guests to their desired locations, which may involve transporting them.
    • Delivers documents, supplies, or other information to specified destinations.
  • Provides essential information to guests, staff, and partners as needed or determined by individual circumstances.
    • Coordinates guest information needs with external services, including transportation options, religious service details, and requests for personal items or services.
    • Accesses information through various means (computer systems, phones, maps, signage, etc.) and communicates details such as appointment times, location of services, and visiting hours.
    • Handles inquiries regarding scheduled meetings and educational programs.
    • Collects and forwards suggestions, concerns, and questions from guests to the appropriate departments.
    • Acts as a liaison between guests and hospital departments, ensuring effective communication regarding patient needs and other relevant matters.
  • Performs additional tasks to ensure that guests' needs are not only met but exceeded, contributing to a safe, clean, and supportive hospital environment.
    • Supervises volunteer activities and retains lost items for patients, coordinating their retrieval.
    • Conducts monthly inventories of unclaimed items for donation.
    • Ensures visitors possess the necessary identification or passes before entering patient care areas.
  • Maintains a high level of knowledge regarding hospital personnel, departments, and information systems to provide excellent customer service.
    • Engages in ongoing training to enhance skills and knowledge relevant to the position.
    • Develops proficiency in the information and telecommunication systems utilized in daily operations.
Qualifications:
  • High school diploma or equivalent; two years of experience in a high-contact customer service role, preferably in a healthcare setting, or two years of comparable customer service experience. Familiarity with medical terminology is a plus.
Skills and Abilities:
  • Proficient computer skills with basic keyboard familiarity preferred. Knowledge of telecommunication systems (handling multi-line calls, etc.) and basic office skills (faxing, copying, online services).
  • Exceptional organizational, communication, and customer service skills, along with strong problem-solving abilities. Bilingual Spanish skills are preferred.
Physical Requirements and Work Environment:
  • Ability to make quick, sound decisions based on individual situations to meet customer needs. Willingness to work weekdays, weekends, holidays, and off-shifts in a medical center environment.
  • Ability to maintain professionalism in stressful situations and respond promptly to alarms. Must present a clean, well-groomed, and professional appearance at all times.
  • Physical capability to perform tasks such as lifting and moving patients or wheelchairs, with the ability to lift up to 25 pounds occasionally. For positions involving direct patient care, the ability to lift up to 35 pounds without assistance is required.
This job description outlines the general nature and level of work expected of the incumbent. It is not intended to be an exhaustive list of activities, duties, or responsibilities required of the incumbent. Additional related duties may be assigned.

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