Job Description

The Guest Services Rep reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

This role provides reception and assistance to all visitors, vendors, and patients of Marianjoy Rehabilitation Hospital and answers, screens, and direct internal and external phone calls.

Responsibilities :

• Provides appropriate communications in emergency situations.
• Provides infection control screening for all employees, visitors, vendors, and outpatients.
• All services are performed with the highest level of customer service.
• Welcomes outpatients, visitors, vendors, and business partners and directs them to the proper location
• Follows all hospital infection control screening procedures including taking temperatures and asking screening questions
• Supervises and provides guidance to volunteers in assisting visitors, vendors and business partners
• Assures that policies and procedures related to visiting hours / visitation and safety are enforced
• Utilizes EPIC electronic medical record to view daily patient / room census, Private / Confidential patients, and allowed visitors (based on current policy at any given time)
• Implements emergency procedures in coordination with safety team, communicating with them via 2-way radio
• Communicates service needs, issues and potential problems via sentact request or 2-way radio for urgent matters with security, engineering and housekeeping
• Receives floral deliveries and delivers them to proper person
• Delivers other patient items dropped off at front desk
• Processes and delivers patient mail. Mail for discharged patient is returned to sender
• Provides patient room #'s to ambulance / medicare drivers as needed
• Utilizes front desk procedures guide to clarify roles and responsibilities
• Provides project support for other departments
• Assures reception areas remain clean, neat and organized

Qualifications

Required :

• High School or Equivalent (GED)
• Computer experience is required.
• 2 or more years of Customer Service experience.
• Ability to interface with a variety of people and provide the highest level of customer service

Additional Information

Northwestern Medicine is an affirmative action / equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Last updated : 2024-05-02