Guest Services, Customer Service​/HelpDesk

• Associate must be an effective communicator with internal and external customers.
• Understands and uses:

Communication

• Associate must be an effective communicator with internal and external customers.
• Understands and uses:

Internal telephone directory.

Frequently called telephone numbers and service areas.

Hospital emergency codes

• Knows and refers:

Hospital meeting schedule

Directs participants to meeting room locations

Directs patients/visitors to service areas (PT, ASC)

• Associate embodies the Advocate Behavior of Excellence (BOE's) in guest and customer services.
• Opens desk and monitors equipment, supplies.
• Greets and welcomes all visitors.

Gives personal attention, acknowledges each guest/patient with dignity and respect.

Uses AIDET

• Responds to customer inquiries for information; provides direction, answers questions, issues visitor passes.
• Answers telephone calls and follows hospital procedures; responds to all requests; transfers calls as appropriate.
• Monitors associate and staff member's identification badges.
• Maintains awareness of patient/visitor needs.
• Maintains awareness of potential conflicts; contacts appropriate department manager for service recovery.
• Maintains awareness of hospital amenities.
• Maintains confidentiality and standards of HIPAA.

Management
-Associates must be computer literate, competent on the various hospital systems/ programs and knowlegeable on Guest Services protocols and Handbook.

• Allegra Computer System (patient inquiries)
• The Guest Services Information Desk manual for information on policies, complaints, subpoenas, cultural diversity, clergy regulatory agencies (i.e. DNV, IDPH, OSHA) as well as other state, county and federal agencies.
• Reptrax vendor system (vendor access).

Knows who to contact to have cartridges and paper replenished.

• Clergy and vendor logs
• Alcatel telephone system.

Transportation

• Associate is aware of the physical needs and/or limitations of patients/visitors/guests.
• Escorts all visitors and patients (as appropriate) to their destinations and/or departments.
• Contacts Public Safety as needed for dispatching officers for patient/visitor assists, taking occurrence/incident reports, or assistance as needed by the Guest Services associates.
• Calls Transportation Services for assistance with patient transports.
• Monitors wheelchair availability; calls appropriate department to locate and return wheelchairs to the East Lobby.
• Identifies wheelchairs that are in need of repair, service or replacement.

Contacts supervisor or Facilities Management for a work order reques.

Guest Services associates will perform other duties as assigned by Manager of Volunteer Services, Supervisor of Volunteer Services and Vice President of Mission and Spiritual Care.

• Maintains a professional appearance at all times.

Uniforms must be the approved attire; clean and pressed.

• Associate is aware of the environmental, safety standards and protocols of Advocate South Suburban Hospital.
• Maintains Guest Services Information Desk in a neat, organized manner.

(Food and drinks are not permitted at the desk.)

• Possesses a working knowledge of hospital departments, locations and operations.
• Monitors associate and staff member's identification badges.
• Contacts Public Safety as needed for dispatching officers for patient/visitor assists; taking occurrence/incident reports; or assistance as needed by Guest Services.
• Notifies appropriate department of work environment needs (EVS needs, (such as floor cleaning, restroom clean-ups) Facilities Management for emergency situation needs such as leaks and significant water spills, physical building needs (i.e. painting, light fixtures or…