Guest Services Supervisor

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

Ann & Robert H. Lurie Children's Hospital of Chicago

Job Description

General Summary:    

The Guest Services Supervisor will manage all aspects of the daily operations of the ambulatory Guest Services department. Responsibilities will include creating a warm, welcoming, best-in-class experience for patients and families across their arrival for appointments and through their inpatient admissions. Serves as an expert resource for guest services operations, providing support and coaching to staff, scheduling, training, and coverage as needed. Rounds daily across Guest Services and works closely with managers across the department to troubleshoot staff needs related to service issues. Works collaboratively with all team members to drive an optimal patient-family, and employee, experience.

Essential Job Functions:

• Provides staff and process supervision in the absence of the Guest Services Manager. 
• Performs all functions of Guest Services staff, including managing visitor access, support for surgical waiting areas, administrative support for units, rounding, and other needs as identified.
• Provides daily assignments to the Guest Services ambualtory team to ensure a productive work enviornment and appropriate coverage across all areas.
• Acts as the primary resource for problem solving within ambulatory Guest Service staff.  Identifies goals and objectives for performance improvements that are needed in order to provide the best patient care, optimum customer service and improve physician satisfaction.
• Manages guest services reservations calendar and badges.
• Oversees day to day Guest Service operations.
• Serves as a resource to the team and preceptor for new hires.
• Provides coaching alongside Manager.
• Reviews schedule and coordinates coverage.
• Coordinates and attends staff meetings.
• Oversees inventory and supply ordering.
• Assists with escalated patient relations concerns.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Bachelor’s degree preferred, or a combination of at least 2 years of leadership experience in a healthcare setting.
• Strong communication, customer service, teamwork, and leadership skills.  
• Proficient in Microsoft Office, Teams and Epic.
• Ability to problem-solve, identify opportunities for performance improvement, and translate concepts into actions. 
• Bilingual in Spanish preferred

Education

Pay Range

$24.00-$39.24 Hourly

At Lurie Children’s, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children’s offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs. For more details on other compensation, consult your recruiter or click the following link to learn more about our benefits.

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

• Supplemental Life, AD&D and Disability

• Critical Illness, Accident and Hospital Indemnity coverage

• Tuition assistance

• Student loan servicing and supp