guest services

Major Responsibilities:
Communication – Associate must be an effective communicator with internal and external customers.
1)Understands and uses: Internal telephone directory. Frequently called telephone numbers and service areas. Hospital emergency codes

2)Knows and refers: Hospital meeting schedule Directs participants to meeting room locations Directs patients/visitors to service areas (PT, ASC)

Guest Services and Customer Service – Associate embodies the Advocate Behavior of Excellence (BOE’s) in guest and customer services.
1)Opens desk and monitors equipment, supplies.

2)Greets and welcomes all visitors. Gives personal attention, acknowledges each guest/patient with dignity and respect. Uses AIDET

3)Responds to customer inquiries for information; provides direction, answers questions, issues visitor passes.

4)Answers telephone calls and follows hospital procedures; responds to all requests; transfers calls as appropriate.

5)Monitors associate and staff member’s identification badges.

6)Maintains awareness of patient/visitor needs.

7)Maintains awareness of potential conflicts; contacts appropriate department manager for service recovery.

8)Maintains awareness of hospital amenities.

9)Maintains confidentiality and standards of HIPAA.

Information Management -Associates must be computer literate, competent on the various hospital systems/ programs and knowlegeable on Guest Services protocols and Handbook. Understands and uses:
1)Allegra Computer System (patient inquiries)

2)The Guest Services Information Desk manual for information on policies, complaints, subpoenas, cultural diversity, clergy regulatory agencies (i.e. DNV, IDPH, OSHA) as well as other state, county and federal agencies.

3)Reptrax vendor system (vendor access). Knows who to contact to have cartridges and paper replenished.

4)Clergy and vendor logs

5)Alcatel telephone system.

Transportation – Associate is aware of the physical needs and/or limitations of patients/visitors/guests.
1)Escorts all visitors and patients (as appropriate) to their destinations and/or departments.

2)Contacts Public Safety as needed for dispatching officers for patient/visitor assists, taking occurrence/incident reports, or assistance as needed by the Guest Services associates.

3)Calls Transportation Services for assistance with patient transports.

4)Monitors wheelchair availability; calls appropriate department to locate and return wheelchairs to the East Lobby.

5)Identifies wheelchairs that are in need of repair, service or replacement. Contacts supervisor or Facilities Management for a work order reques.

Other duties as assigned: Guest Services associates will perform other duties as assigned by Manager of Volunteer Services, Supervisor of Volunteer Services and Vice President of Mission and Spiritual Care.
1)Maintains a professional appearance at all times. Uniforms must be the approved attire; clean and pressed.

Environmental Services and Safety – Associate is aware of the environmental, safety standards and protocols of Advocate South Suburban Hospital.
1)Maintains Guest Services Information Desk in a neat, organized manner. (Food and drinks are not permitted at the desk.)

2)Possesses a working knowledge of hospital departments, locations and operations.

5)Monitors associate and staff member’s identification badges.

3)Contacts Public Safety as needed for dispatching officers for patient/visitor assists; taking occurrence/incident reports; or assistance as needed by Guest Services.

4)Notifies appropriate department of work environment needs (EVS needs, (such as floor cleaning, restroom clean-ups) Facilities Management for emergency situation needs such as leaks and significant water spills, physical building needs (i.e. painting, light fixtures or replacement needs.

Education/Experience Required:
2 – 4 years reception and customer service experience in a work environment. High school graduate or GED equivalent

Knowledge, Skills & Abilities Required:
Good, solid communication skills, . Computer knowledge PF basic programs Typing/keyboard 25-40 wpm, preferred Prior customer service experience
• N/A

Physical Requirements and Working Conditions:
• Must be able to work weekends, holidays (day and evening hours). • May be called in to work with little prior notice. • Ability to help patients and visitors in and out of wheelchairs and autos. • Incorporates the provision of cultural and age specific needs while exhibiting communication skills necessary to interpret age specific responses. Primary interactions would be with adult and geriatric individuals.
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.

Addendum: ADDENDUM TO JOB DESCRIPTIONS RELATED TO PATIENT SAFETY Report patient safety events and near misses in timely fashion Adhere to all behavioral and procedural patient safety practices Promote culture of safety through identifying threats to patient safety and intervening to prevent patient harm Communicate openly and promote team work Report intimidating behavior and other threats to patient safety promptly
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.