Major Responsibilities:

• To emulate the concept of "customer service" while performing all related job duties.
  • 1)Assist in development of "customer service excellence" standards that not only meet but exceed customer expectations.
  • 2)Assist in establishing "customer service standards" policies and procedures.
  • 3)Act as a resource person for all hospital associates and partners in customer service matters as well as acting in the role of guest Advocate for all internal and external guests.
  • 4)Clean wheelchairs and keep an adequate number available in the front and back lobby areas of the Outpatient Pavilion.
  • 5)Clean wheelchairs and Guest Services equipment to provide a clean environment for patients, patient's families, visitors and associates.
• Proactively greet all guests as they enter the hospital. Provide way finding assistance while following the Guest Services department and Advocate system's behavioral expectations.
  • 1)Acknowledges and warmly welcomes all hospital guests, associates and partners as they enter the Outpatient Pavilion.
  • 2)Demonstrate behavioral and general expectations for service excellance as described by the Guest Services department management team, to provide a high level of customer service for our patients, patient's families and visitors.
  • 3)Escort patients, patient's families and visitors to their preferred destinations. Provide wheelchair assistance for patients, patient's families and visitors throughout the Outpatient Pavilion when needed.
  • 4)Assist patients/visitors into and out of wheelchairs at their vehicles when they arrive or are leaving the hospital.
  • 5)As a department under the umbrella of customer service, guest services associates will serve as liaisons for our patients and provide support to all departments as needed, by assisting with patient needs and concerns presented to us, resolution of patient issues when possible, application of service recovery when appropriate, connection with appropriate individual who can resolve the issue when necessary and other duties as needed.
  • 6)Assume responsibilities for concierge outcomes as a whole and participate in evaluations and action plan design and implementation activities in order to maintain high standards of service.
  • 7)Attends team meetings and brings pertinent information to team group (i.e. monitoring indicators results, recommendations for improvements, problem solving recommendations, and general information of overall service).
  • 8)Acts as a customer service excellence and information team resource person to hospital associates.
  • 9)Accepts and disseminates guest, associate suggestions, concerns and questions to appropriate area and/or person.
• To partner flexibly with all team members in Guest Services and all departments in the medical center in order to meet the needs of our customers.
  • 1)As a department under the umbrella of customer service, guest services associates will serve as liaisons for our patients and provide support to all departments as needed, by assisting with patient needs and concerns presented to us, resolution of patient issues when possible, application of service recovery when appropriate, connection with appropriate individual who can resolve the issue when necessary and other duties as needed.
  • 2)Guest Services team members will serve as a "voice of the customer" by conducting rounds on the inpatient units to assist patients who may feel that they are not receiving service that meets their expectation and responding to these needs by resolving the issues or getting in touch with the appropriate person who can. It is also the role of guest services to follow up on patient's rounded on to assure action has been taken.
  • 3)Assume responsibilities for concierge outcomes as a whole and participate in evaluations and action plan design and implementation activities in order to maintain high standards of service.
  • 4)Acts as a customer service excellence and information team resource person to hospital associates
  • 5)Promotes patient safety by reporting of issues through established channels and participating as requested in safety initiatives.
• Establishes and maintains a high level of skill and knowledge of hospital personnel, departments, information systems, processes and general hospital information in order to be considered the "experts" in customer service and to meet the needs of Advocate Children's Outpatient Center guests, associates and partners.
  • 1)Attend seminars, conferences and/or educational activities in order to establish and maintain a high level of skill and knowledge in all facets of the position.
  • 2)Implements action plans in response to performance monitoring results as directed by the manager or coordinator.
  • 3)Establishes and maintains a high level of competency in regards to information and telecommunication systems that are utilized in daily activities.
• 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.
  • 1)Performs light housekeeping duties in assigned area (i.e. pick-up papers, inspect furniture and wheelchairs, wipe up small spills, inspect surrounding furniture, etc.).
  • 2)Notifies appropriate departments of work environment needs, housekeeping needs, emergency situation response needs such as leaks and significant water spills, physical building needs (i.e. painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.).
  • 3)Acts as a "runner" in order to expedite work or service flow.
  • 4)Performs additional duties as assigned by the guest services staff and/or Coordinator or manager
  • 5)Utilizes a multitude of information/communications systems in order to obtain information and/or communicate information.
  • 6)Maintains a highly competent skill and knowledge level of all information communication systems utilized to include all applications on universal workstation and universal printer, telephone system, paging system, etc.
  • 7)Accurately identifies and accesses appropriate computer application in order to obtain or provide required or requests information.
  • 8)Performs basic computer trouble-shooting procedures.
  • 9)Certain designated Guest Services associates provide interpretation as needed.

Education/Experience Required:

• High School education. 1-3 yrs. Customer Service experience. 1-3 yrs. Hospital or Healthcare experience preferred.

Knowledge, Skills & Abilities Required:

• Excellent communication skills. Efficient understanding of Customer Service. Positive attitude.
• Current valid Illinois Drivers License

Physicial 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 extremely stressful situations. Must present a clean, well groomed, professional appearance at all times. Must be able to perform physical tasks such as standing for the majority of shift, lifting, pushing, moving patients, wheelchairs, carts, etc. Must be able to accommodate all customer areas in various locations of the hospital Must be a team player at all times
• 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.