What are the responsibilities and job description for the Welcome Services Concierge - Part-time position at Advocate Aurora Health?
Major Responsibilities:
- Successfully manage the first and last impressions of the facility
- Proactively approach, greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service
- Answer telephone and make calls to department, units and outside organizations as requested
- Successfully utilize the Epic system for appointment and patient look-up, input of transport requests
- Properly communicate with all departments and transport companies on behalf of patients/visitors
- Partner with all hospital staff
- Problem-solve, manage conflict, address patient/visitor concerns and complaints, and initiate recovery steps for service failures
- Assist in maintaining a smooth traffic flow at the entrances to the facility
- Physically assist in the transport of patients/visitors through wheelchair use and escorting -both external and internal
- Physically assist patients in/out of vehicles
- When required, provide symptom screening of patients/visitors entering the facility by asking structured health questions
Licensure, Registration and/or Certification Required:
- None Required.
Education Required:
- High School Diploma or GED
Years of Experience:
- Typically requires 2 years in customer service facing role.
Knowledge, Skills & Abilities Required:
- Life support training courses may be required dependent on department discretion
- Excellent Customer service, communication (written and verbal) and interpersonal skills; ability to positively communicate with others under difficult circumstances
- Intermediate computer skills (prior Epic experience is a plus)
- Must be extremely accurate in a fast paced environment
- Ability to manage multiple demands and priorities
- Demonstrated ability to work as part of a team, independently and collaboratively
Physical Requirements and Working Conditions:
Ability to stand and walk throughout work area approximately 95% of the workday
Ability to withstand exposure to weather elements – both extreme cold and heat approximately 95% of the workday
Able to perform physical tasks such as lifting, standing, walking, pushing, pulling, and moving patients via wheelchairs, wayfinding, and/or escorting
Ability to tolerate minimal exposures of odors from auto emissions/gasoline
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.