Manager Inpatient Guest Services

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

Job Summary:

Manages the day-to-day functions of guest services to drive a best-in-class experience for patients and families. Works closely with medical, nursing, and ancillary leadership to effectively oversee and coordinate 24/7 guest services responsibilities across all points of operations including arrival desk, inpatient units, and procedural services. Collaborates closely with departmental and organizational leadership to identify priorities, set goals, and implement strategies to drive an optimal patient-family and employee experience. Models Lurie Children’s values of integrity, equity and discovery, and creates a team environment that is supportive, collaborative, informative, and respectful.

Essential Job functions:

• Provides leadership, coordination and support of 24/7 guest services, including hiring, supervising leads in scheduling, ensuring appropriate staffing levels are maintained, providing coverage as needed, and approval of timecards. With department managers, implements rotating coverage for off-hours calls. 

• Partners with unit-based, procedural and departmental leadership to ensure optimal performance management of guest services through strategies that include staff and family rounds, service recovery, analysis of employee and patient-family experience data to identify priorities and implementing performance improvements.

• Develops a robust onboarding and training program for guest services that includes service excellence, service recovery, relevant computer applications, and cross-training, to foster a highly skilled, professional and engaged team. Conducts ongoing assessment of training effectiveness and is responsive to the changing needs of the team and organization.     

• Performs team rounds to ensure guest services staff have the tools needed to accomplish their daily work, serves as support for escalation of needs, promotes recognition, and provides feedback.  

• Manages and tracks department expenses and ensures budget targets are met. 

• The authority to hire, separate, promote, demote, write and administer performance evaluations.  

• Other job functions as assigned. 

Education and Experience:

• Bachelor’s degree required. Master’s degree preferred and five years of management experience in healthcare or a related field.  

• Exceptional customer service, interpersonal, oral and written communication skills. Successful at partnering across staff, physicians, and leadership.  

• Ability to work independently, adept problem-solver, and easily adaptable to a fast-paced healthcare environment.

• Effective at coaching for performance and professional development. 

• Familiarity with implementing process improvement methodologies such as PDSA, IHI Model for Improvement, etc. are preferred. 

• Proficient with all Microsoft Office applications and Epic. 

• Bilingual in Spanish or Polish preferred. 

Education

Bachelor's Degree (Required)

Pay Range

$83,200.00-$137,280.00 Salary

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 e