ACH Guest Services Teammate

Department:

11612 Advocate Lutheran General Hospital - Guest Services: ACH

Status:

Part time

Benefits Eligible:

Yes

Hours Per Week:

20

Schedule Details/Additional Information:

.5 coverage Thursdays 9:30-8:00pm Fridays 8:30-6pm

Operational Hours for department:

630am-8pm MTWR, Fridays 630-6pm, Saturdays 630-4pm.

Closed Sundays, Closed Holidays

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 t