Manager - Guest Services & Volunteers & Auxiliary & Telecommunications

Manager - Guest Services & Volunteers & Auxiliary & Telecommunications

Join to apply for the Manager - Guest Services & Volunteers & Auxiliary & Telecommunications role at Advocate Health Care
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$34.90/hr - $52.35/hr

Direct and coordinate the activities of the hospital volunteer services program to augment the paid associates. Provide leadership, guidance and support to point persons (staff) in departments where volunteers are assigned. Take appropriate action to ensure volunteers function in an efficient and effective way.

• Chair the monthly Auxiliary and Volunteer Partnership meeting, select candidates with recommendations from volunteers to ensure communication between the major service areas ensues. Maintain minutes and attendance records.
• Delegate interviews and orientation of the volunteers to department leaders as needed.
• Plan and organize the Annual Awards and Recognition Celebration and other events/socials to recognize successes, service and milestone service hours given by volunteers.
• Preside over and organize meetings specific to volunteer service areas as needed.
• Determine the specific need for volunteers in hospital departments with department manager/director. Recruit a sufficient number of volunteers who are oriented, qualified and competent to meet the department needs.
• Interview, place, orient and follow-up with prospective volunteers. Assign volunteers to staff/another volunteer for department specific training.
• Counsel/reassign/discharge volunteers when department Supervisor (point person) identify concerns.
• Ensure new/existing volunteers receive proper orientation, training, education, annual updates and competency evaluations as indicated by policies.
• Coordinate with Associate Health that all volunteers receive their health screenings and annual updates.
• Maintain volunteer databases to accurately monitor and report volunteer demographic information, volunteer assignments, and service hours.

Provide leadership and direction to the Guest Service, Volunteer, Auxiliary and Telecommunications (GSVAT) departmental operations in regards to service excellence. Will help create and maintain a positive visitor, patient and physician perception and impression of Advocate Condell Medical Center.

• Recommend, review, establish, and update policies, procedures, systems and processes that function to improve service to guests and visitors; respond to trends according to departmental variances and needs.
• Partner with leadership to provide associates and volunteers the skill development or training in the practices of patient engagement/AIDET tool, language access, cultural sensitivity and service recovery.
• Ensure that associates complete computer-based training modules (CBTs), safety education, hospital codes, and Behavioral-Based Expectations; work with GSVAT associates to ensure compliance and competent knowledge base. Ensure that all staff and volunteers are compliant and up to date on all vaccines.
• Manage Guest Service team members/volunteers and the interaction of the lobby desks (information desks) which direct guests to inpatient and outpatient areas of the hospital via the computer database and visitor identification system. Assure compliance of all safety guidelines and policies and procedures. Monitor any “way‑finding” questions on the Press Ganey survey and share results with team members and volunteers.
• Actively participate and promote participation of staff in forums, committees, or task forces to contribute to the overall improvement of the Advocate Experience of Safety, Quality and Service ALWAYS.
• Actively round on all staff and volunteers who are addressing customer service related issues or service recovery opportunities to ensure that proper technique and resources are being utilized. Provide coaching as necessary.
• Demonstrate a commitment to service breakthrough by personal example and prompt follow‑up on opportunities to improve service. Keep all staff and volunteers informed of service expectations. Work with teams within departments of the hospital and at the system level to help identify opportunities to improve guest relations and increase…