Lead Guest Services Representative

Job description

Department: 11611 High Point Medical Center - Guest Services Status: Full time Benefits Eligible: Yes Hou rs Per Week: 40 Schedule Details/Additional Information: High Point Medical Center Monday - Friday, 9 am - 5:30 pm Pay Range: $21.85 - $32.80 Major Responsibilities Coordination : Coordinate activities of assigned teammates. Training and Orientation : Orient new teammates and provide ongoing training and assessment of staff. Train volunteers as appropriate to their assignments. Meetings Participation : Participate in regular staff meetings with Supervisors and Huddle Meetings with teammates. Customer Service : Receive, direct, and provide information to patients, healthcare team members, and hospital guests in a courteous and professional manner. Respond to patient and guest complaints. Assistance and Directions : Provide guests with assistance throughout the facility, including directions, patient locations, and location of hospital amenities. Policy Communication : Assist families in understanding hospital and departmental policies and procedures and promote open communication of information as appropriate. Emergency Response : Respond as directed to all emergency, crisis, and disaster situations. Data Collection : Collect data and documentation that assists in identifying areas needing improved customer service. Assist leaders in recommending changes in facility and departmental policy and procedure. Customer Service Improvement : Facilitate improved customer service by identifying, responding to, and directing complaints, concerns, and compliments to the appropriate staff members and leaders. Documentation : Accurately record and submit all documentation/statistical reports for services provided to patients and families. Is there anything else you would like to know about this job. Patient Population Served Will limit access to protected health information (PHI) to the information reasonably necessary to do the job. Will share information only on a need-to-know basis for work purposes. Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility within the organization. Computerized access to PHI for this job has been determined as described above and is controlled Minimum Job Requirements Education: High School Diploma or GED required. Certification / Registration / License: Valid Driver's License, Basic Life Support Certification, Annual Defensive Driving Course Work Experience: Ability to type 60 words per minute. Computer proficiency. Knowledge / Skills / Abilities Demonstrates knowledge of the principles of growth and development and demonstrates the skills and competency appropriate to the ages, culture, developmental stages, and special needs of the patient population served Machines, Tools, and Equipment Related office equipment and supplies. Physical Requirements and Working Conditions Work requires sitting and standing for extended periods of time. Certain assignments require the ability to move throughout a building or specific area. Work requires occasional bending and pushing wheelchairs. Not all physical requirements are for all four desks. Ability to hear well and speak clearly. Our Commitment to You: 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: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health 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.