Guest Services Rep

• 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)Escort patients, patient’s families and visitors to their preferred destinations. Provide wheelchair assistance for patients, patient’s families and visitors throughout the hospital when needed.
  •     2)Assist patients/visitors into and out of wheelchairs at their vehicles when they arrive or are leaving the hospital.
  •     3)Greet all hospital guests as they enter Advocate Lutheran General Hospital.
  •     4)Demonstrate behavioral and general expectations for service excellence 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.
• Provide campus wide assistance with duties including but not limited to; patient transportation, specimen delivery and valet services (i.e. Patient Resource Center, Center for Advanced Care).
  •     1)Assist Grounds department with light shoveling and salting around the hospital entrances when needed.
  •     2)Provide shuttle service for patients, patient’s families and visitors throughout the Lutheran General campus.
  •     3)Provide courier service for departments and Dr. offices. This includes but is not limited to the transportation of patient information to and from the Main Hospital.
  •     4)Transport specimens throughout the entire Lutheran General Hospital Campus.
  •     5)Assist patients, patient’s families and visitors in and out of the patient transport shuttle.
• Partner with Volunteer Services in the staffing and managing of the information desks located throughout the Lutheran General Hospital campus.
  •     2)Coordinate Volunteer Services and Guest Services staff and resources to assist patients, patient’s families and visitors with way finding throughout the hospital campus.
  •     3)Provide patient room information to visitors while practicing the patient privacy guidelines explained in HIPAA.
  •     4)Coordinate Volunteer Services and Guest Services staff and resources to assist with flower deliveries, specimen deliveries, and retail support for the flower cart kiosk and newspapers.
  •     5)Assist in maintaining a safe and clean environment for Lutheran General patients, patient’s families and visitors.
  •     6)Provide logistical support to Guest Services associates and volunteers during day-to-day activities to ensure all campus needs are met in a timely and efficient manner.
  •     1)Receive incoming calls and provide high level customer service for patients, patient’s families, visitors and staff while providing accurate information regarding patient location and campus resources.
• Partner with Lutheran General Hospital service departments including but not limited to; Public Safety, Volunteer Services, Transportation, Nursing Division and Patient Intake Department to enhance the patient experience and promote a smoother workflow.
  •     1)Support Public Safety department with hospital entrance monitoring, emergency response, special event assistance including concierge services and traffic control.
  •     2)Partner with Volunteer Services, Patient Transportation, Diagnostic Imaging modalities and Nursing Division to ensure a comfortable hand off and departure from Lutheran General Hospital when patients are being discharged.
  •     3)Conduct equipment rounds throughout the hospital campus. Keep an adequate number of wheelchairs available in all lobby areas as described by the Guest Services department standard work (i.e., Lutheran General Hospital, Parkside Center, Center for Advanced Care, and Pediatric Outpatient Pavilion). Return all carts to the appropriate area as defined by the Transportation department standard work.
  •     4)Assist with item transports as defined by the patient transport system, patient chart rounds and mail delivery as described in the appropriate standard work.
• Provide valet services for The Center for Advanced Care.
  •     1)Have and maintain a valid drivers licence with a clean driving record.
  •     2)Obey all traffic laws and posted signs on and around the hospital campus.
  •     3)Greet patients, patient’s families and visitors as they approach the Center for Advanced Care.
  •     4)Inform the customer and document any damage located on vehicles before parking them in the designated Valet parking area.
  •     5)Retrieve vehicles from the designated Valet parking area and return them to the Main entrance of the Center for Advanced Care.
  •     6)Complete all required money deposits as described by the Guest Services department standard work.
  •     7)Assist valet customers in and out of the vehicle, provide wheelchair assistance into the Center for Advanced Care.

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. Ability to anticipate patient, employee, and unit need and refer for appropriate action.
• Current valid Illinois Drivers License

Physicial Requirements and Working Conditions:

• Ability to maintain traffic flow, perform valet services and assist guests by providing direction or wheelchair assistance. Ability to lift up to 20 pounds occasionally and/or 10 to 25 pounds frequently and/or up to 10 pounds constantly (receiving blood/urine specimens). Ability to lift, push, bend up to 100 pounds occasionally and/or in excess of 50 pounds frequently and/or in excess of 20 pounds constantly (assisting a patient in and out of a wheelchair, pushing a patient in a wheelchair, bending down to adjust leg and foot rest). Ability to communicate with a high volume of guests entering into the facility in a courteous, and professional manner. Ability to work weekends, holidays, and work different shifts to accommodate staffing needs. Routinely works with potentially infectious specimens and patients. Ability to be exposed to extreme weather conditions (maintaining traffic flow, ability to do light shoveling in heavy pedestrian traffic areas located at the entrances to the hospital and assisting patients into or out of their vehicles). Ability to be flexible with work hours, including weekends.

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.