Patient Relations Info Asst

Various shifts and various desks that include the following: every third weekend

holiday schedule is included

5a-9a; 630a-1030a; 730-1130a

630a-230p

730a-430p

1030a-7p

1130a-8p

Major Responsibilities:
Oversee Hospital Information Desks weekdays, weekends and holidays.
Supervise and direct welcoming of guests, associates and partners to respective destinations. Escort or transport patients to their destinations as needed.

Maintain Visitor Policy and Procedure ( issue visitor passes, notify Administration of Regulatory Agency Inspector visits, check patient rooms on computer, etc...).

Answer phones courteously and give clear, accurate information.

Register flower deliveries as needed.

Provide directions (verbal, physical, written, visual) to hospital areas and departments according to hospital standards.

Resource for customer service/concierge inquiries.

Accountable for all “customer service” related duties as needed, required or determined per individual situation.
Assist Patient Relations Department with various duties as assigned ( data entry, clerical work, service recovery follow-up, lost belongings).

Uniform communication of “service excellence” initiatives.

Secondary resource for “customer service” inquiries.

Assists with special projects and paperwork for the department.

Provides a variety of other services and/or performs a variety of other tasks in order to assure that guest’s need are not only met but exceeded. Also, ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.
Provide necessary information to internal/external customers as needed.

Notifies appropriate department of work environment needs (i.e. housekeeping needs, emergency situation response needs such as leaks and significant water spills, physical building needs, painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.)

Performs duties as assigned by the department Leadership.

Provide supervision of communication between department areas and respective waiting room patients and patients families.

Supervise, train and coach volunteers/volunteers working at the Information Desk to enhance excellent customer service standards through communication, troubleshooting, education and service recovery.
Provide supervision/guidance to ensure that the volunteers/volunteers maintain strong customer service skills that are consistently displayed.

Provide consistent training/guidance when working with volunteers to ensure they have a strong knowledge base of hospital operations.

ONGOING........To model the concept of “customer service” while performing all related job duties.
Act as the secondary resource 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.

Assist the Manager and/or the Lead Rep of Patient Relations in the development of "customer service excellence" standards and initiatives that not only meet but also exceed customer expectations.

Assist in establishing "customer service standards" policies and procedures.

Education/Experience Required:
High school graduate or equivalent

Experience with volunteer management preferred

Experience in hospitality management preferred

2 years experience in direct customer service preferably in a healthcare environment

Knowledge, Skills & Abilities Required:
Excellent communication skills Excellent customer service skills

Basic knowledge of keyboard familiarity

Basic telecommunication system skills and knowledge

Strong organizational skills
This position may need to recognize needs and behaviors of specific age groups of patients treated and customers transported.

Physical Requirements and Working Conditions:
Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs. Ability to maintain composure and professional behavior in stressful situations. Must present a clean, well groomed,professional appearance at all times Must be able to work weekends, holidays (day and evening hours) May be called into work with little prior notice.

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:

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.