Sky Lobby Navigator Lead

Shirley Ryan Ability Lab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you’ll be part of our life-changing mission and vision. You’ll contribute to an innovative, multifaceted culture that is second to none — one that embraces collaboration, excellence, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes — as we Advance Human Ability, together.

Job Description Summary The Sky Lobby Navigator, Lead will supervise the activities of the Sky Lobby Navigator team as they carry out non-clinical patient/family services such as: greeting visitors entering the building, basic check-in and registration for security badging purposes, assistance to visitors around way finding, as well as other tasks associated with arrival and departure from SRALab.

The Sky Lobby Navigator, Lead will consistently demonstrate support of the Shirley Ryan Ability Lab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Sky Lobby Navigator, Lead will demonstrate Shirley Ryan Ability Lab Core Attributes:
Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Job Description The Sky Lobby Navigator, Lead will:

Manage the Sky Lobby Navigator team by assigning Navigators to stations and roles in the visitor check in process, greeting patients and visitors in the lobby, assisting with the security check in processes, and directing visitors to their destination.

Lead teams and individuals to ensure execution of goals and projects.

Supervise and monitors appropriate staffing/productivity of assigned staff.

Educate and trains the Navigator team to answer visitor questions, explain the amenities of the building, and direct visitors to their destinations.

Develop, review, and update departmental/operating group policies and procedural resources.

Ensure patients and visitors have their non-clinical needs met upon arrival to the Ability Lab.

Perform all other duties that may be assigned in the best interest of the Shirley Ryan Ability Lab.

Reporting Relationships:

Reports directly to the Administrative Director.

Knowledge, Skills & Abilities

Required:

High School diploma or equivalent required, Associates degree preferred.

Minimum 5 years of experience working in the hospitality/customer service industry.

Demonstrated knowledge of practice and proven ability to supervise others, including staff scheduling.

Communicates effectively using verbal, non-verbal, and written communication to provide leadership to staff.

Excellent Customer Service and interpersonal skills in order to represent SRAlab well to patients, family members and external parties.

Experience working with guest/visitor management systems.

Outstanding verbal and written communication skills.

Bilingual Arabic, Spanish or Polish Language skills preferred.

Experience and/or comfort level assisting individuals with disabilities, including wheelchair propulsion and vehicle transfers.

Proven ability to multitask effectively in a fast-paced environment.

Adherence to code of ethics and confidentiality.

Experience collaborating with others to implement processes, supporting patients/guests, providing a smooth transition to their next destination in the building.

Working knowledge of…