Guest Services Associate

Major Responsibilities

Welcomes guests, associates and partners to hospital Main Lobby

• Alerts departments, patient care units and/or other hospital areas of guest’s arrival if appropriate.
• Assesses guest’s immediate needs and transports or arranges if necessary for transportation to destination
• Greets and directs all patients, family, visitors and associates to the appropriate area according to visitation policy and Guest Services Standards.
• Addresses guests, associates and partners according to service standards.
• Answers questions, solves problems for guests independently or with the assistance of the guest services supervisor.
  
  

Provides escort services for guests as needed

• Assures that transportation equipment is available for use in a timely and efficient manner for all point of entry areas (i.e. appropriate size and numbers of wheelchairs, walkers, etc).
• Escorts guests to desired destination (may require transporting guests).
• Transports papers, supplies, or any other information to directed destination.
• Delivers flowers and patient mail
  
  

Provides information to guests, associates and partners as needed, required or determined per individual situations

• Accesses information via a variety of vehicles (multiple computer systems, phones, maps, signs, etc.) and provides information such as place and time of appointment for tests/procedures, location of destination, availability of transportation services, inpatient room information, Emergency Department, patient room information, visiting hours information, etc.
• Provides information regarding scheduled meeting dates, times and location, education programs information, etc
• Accepts and disseminates guest, associate and partner suggestions, concerns and questions to appropriate area and/or person.
• Acts as a liaison between guests and all other hospital areas to include such things as directing guests to Cashier/business office area, informing valet service of vehicle retrieval request, communication with outpatient areas notifying of patient arrival or particular patient needs, communication with security in order to inform of on-going or potential security situation.
• Coordinates Condell guest information needs with external services or resources such as information regarding bus, train, or taxi schedules or requests, dining establishments, hotels, airline reservation systems, religious service locations and schedule, requests for flowers, personal care items or services, or any other requested services.
  
  

Provides a variety of other services and/or performs a variety of other tasks in order to assure that guest’s needs are not only met but exceeded and to ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.

• Assures visitors have appropriate ID's or Visitor's passes before entering patient care areas including Nursery.
• Supervises Volunteer activities.
• Assure visitor's compliance with Pet Visitation policy when applicable.
• Performs additional duties as assigned by the Guest Services Manager.
• Coordinates lost belongings pickup with Patient Relations and Security.
  
  

Establishes and maintains a high level of skill and knowledge of hospital personnel, departments, information systems, processes and general hospital information in order to provide strong customer service and to meet the needs of Condell guests, associates and partners.

• Participates in ongoing education in order to establish and maintain a high level of skill and knowledge in all facets of the position.
• Establishes and maintains a high level of competency in regards to information and telecommunication systems that are utilized in daily activities.
  
  

Provides symptom screening for patients, visitors and team members upon entrance to an Advocate Aurora Health location.

• Appropriately acknowledge or greet each person entering the building at assigned entrance.
• Displays courteous, helpful behavior to patients, visitors, medical personnel, and team members.
• Follows protocol for screening patients, visitors and team members as they enter the medical facility.
• Adheres to all patient, visitor and team member health screening policies, procedures, and guidelines.
• Maintains orderly storage of supplies and keeps table area neat, clean and organized.
• Oversee daily upkeep and cleanliness of screening areas.
• Abides by and complies with all medical center and department policies and procedures.
• Performs other duties and projects as requested by leadership. Education/Experience Required: High school diploma or equivalent.
  
  

2 Year hospital experience in a high contact customer service area/department or 2 years of comparable customer service experience.

Some knowledge of medical terminology preferred.

Knowledge, Skills & Abilities Required: Computer skills and knowledge with basic keyboard familiarity preferred.

Basic telecommunication system skills and knowledge (receiving/making multi line calls, etc.).

Basic office skills (fax, copy machine, on-line services).

Excellent organizational, communication, and customer service skills.

Excellent problem-solving skills.

Bilingual Spanish Skills Preferred.

N/A

Physical Requirements And Working Conditions

Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs.

Ability to work week-days, week-ends, holidays, and off shifts in order to serve customers in a medical center environment.

Ability to maintain composure and professional behavior in stressful situations.

Ability to hear alarms and respond immediately.

Must present a clean, well groomed, professional appearance at all times.

Must be able to perform physical tasks such as lifting, pushing moving patients, wheelchairs, etc.

Must be able to accommodate all customer areas in various locations of the hospital.

Must be able to perform physical tasks such as lifting, pushing, moving patients, wheelchairs, etc., Lift up to 25 pounds ocassionally.

If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015.

Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis. 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.