Guest Services Representative

Per diem, covering shifts as needed

• →Supports a strategic location in the hospital by providing resources, information, and security to visitors, patients, staff, and physicians.
• →Provides superior customer services by greeting and welcoming each individual that they encounter.
• →Demonstrates thorough knowledge of the hospital by answering questions for patients or visitors and responds to meet their requests or needs.
• →Obtains authorization / clearance before allowing visitors to proceed to their desired location, as outlined by protocol.
• →Assures that transportation equipment is available for use in a timely and efficient manner (i.e. appropriate size and numbers of wheelchairs, walkers, etc).
• →Provides information regarding a patient's test/procedure, wayfinding / location of the patient's destination, inpatient room information, and other visitor information like restrictions, hours, or waiting areas.
• →Cross-checks visitor requests with the visitor restriction list and BOLOs as a primary means to enforce patient and associate safety.
• →Manage visitor guidelines as outlined by hospital policy.
• →Provides recommendations and coordinates upon request for visitors seeking transportation, dining, hotel, florist, or other personal needs.
• →Provides a variety of other services and/or performs a variety of other tasks in order to assure that guests’ needs are not only met but exceeded and to ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.
• →Monitors and responds appropriately to infant security system in the Labor & Delivery, Mother/Baby and NICU Units.
• →Assures visitors have appropriate ID's or Visitor's passes before entering patient care areas including Nursery.
• →Assure visitor's compliance with Children visitation policies including completion of the "Health Screening form for Pediatric Visitors" in the Mother/Baby Unit.
• →Registers potential patients for L&D /Mother & Baby Unit Tours
• →Notifies appropriate departments of work environment needs, (housekeeping needs, emergency response needs such as leaks and significant water spills, physical building needs, (i.e. painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.).
• →Performs light housekeeping duties in assigned area (i.e. pick-up papers, carpet sweep, inspect furniture and wheelchairs, wipe up small spills, inspect surrounding furniture, etc.).
• →Performs additional duties as assigned by the Guest Services Manager.
• →Supports, utilizes and works directly with volunteers to assign wayfinding assignments to patients and support other guest/visitor needs.
• →Performs additional tasks related to special programs or services available to patients, such as complimentary parking, transportation scheduling/assistance, travel vouchers, etc.
• →Contact taxi dispatch service, upon request, to schedule a taxi pickup from the hospital for a patient.
• →Works with various clinical leaders to schedule and coordinate travel for patients who require wheelchair-equipped transportation.
• →Partners with nursing support to support parking needs for visitors with unplanned extended days. Follows department process for issuing and tracking complimentary parking.
• →Retrieves emails sent to the department inbox and performs the appropriate action (schedule meeting, forward information, take action, etc)

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

• High school diploma or equivalent. 2
• 2 years’ experience in a customer service position, preferably in a medical field

• Can make quick, ethical, and sound decisions based on unique situations involving customer needs.
• Can be trusted to handle confidential and sensitive information.
• Can work occasional weekends and holidays
• Can maintain composure and professional behavior in stressful situations.
• Can respond to emergency situations and activate alarms / escalate up chain-of-command as soon as the situation requires it.
• Must be able to perform physical tasks such as lifting, standing, walking, pushing, moving patients via wheelchairs, wayfinding, or escorting.
• Can lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, will use patient handling equipment with at least one other associate.

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.