Guest Services Coordinator

Department:

11611 Advocate Condell Medical Center - Guest Services

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

36

Schedule Details/Additional Information:

Weekend Coordinator

Pay Range

$18.50 - $27.75

Major Responsibilities: Responsible for the smooth functioning of the information desks and lobbies, maintaining a high level of customer service and serving as a resource for all guest service team members, screeners and volunteers. 1)Enthusiastically welcome, direct and assist all arriving and departing visitors of the hospital utilizing the High Reliability tools and tactics and EPIC to look up patient information. Provide visitor ID badges to all inpatient visitors. 2)Maintain a thorough knowledge of the hospital's programs, departments, including their functions and services. Seek daily information on special events and meetings occurring on the premises. Create, update, print schedules and reports utilizing AdvocateWorks or Workday, Excel, Resource Scheduler and others. 3)In collaboration with the Volunteer Services department, coordinate volunteers and assign to specific posts in the hospital lobbies and hallways to best respond to customer and hospital needs. 4)Responsible for scheduling guest service team members and screeners to ensure proper coverage at each entrance. Responsible for finding coverage for absences and PTO for guest services and screeners. Communicate all schedule changes in a timely manner to both guest services and screeners. 5)With the direction of the supervisor, provide initial and ongoing training, support, recognition and coaching to guest services, screeners and volunteers. 6)Oversee the function of flower receiving and patient mail deliveries. 7)Listen and respond to patient and visitor concerns and complaints using the service recovery model. Collaborate with other departments to resolve customer concerns. 8)Offer recommendations for improving customer service and guest services and screener resources, while assisting in the development and implementation of aforementioned improvements. 9)Assure thorough communication between shifts and notify supervisor or manager of any needs or unresolved issues and concerns. 10)Assure the general safety and cleanliness of the lobby environment, information desks, corridors, and public washrooms by collaborating with environmental services and other departments to resolve problems and concerns. Support various daily Guest Service functions 1)Participate in monthly department meetings and various committees as requested. 2)Read and reply to emails/texts/voicemail on a daily basis. 3)Participate in providing feedback for team member reviews. Conduct annual guest service volunteer evaluations. 4)Assist with department projects. Education/Experience Required: High School education or equivalent. 2 years experience interacting with diverse customer base 1 plus year supervisory/lead/ or equivalent experience. Knowledge, Skills & Abilities Required: Ability to maintain professional in all interactions. Excellent communication skills. Proven motivational, problem solving and supervisory skills. Highly developed interpersonal skills. Excellent training skills. Ability to understand and retain large amounts of information changing frequently. Exhibits tact, courtesy, resourcefulness. Basic computer skills that include basic knowledge of the Microsoft Office Suite programs (especially Word, Excel, PowerPoint, Access). none Physical Requirements and Working Conditions: Ability to attend to high volume of customers. Ability to handle any situation that may arise in a courteous, efficient, and professional manner. 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.

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