Guest Relations Associate Lead - Full-Time, Rotating Shifts

Location: 1620 W Harrison St, Chicago, IL 60612

Hospital: RUSH University Medical Center

Department: Guest Relations Information Desk

Work Type: Full-Time - 40 hours per week (1. 0 FTE)

Shift: Rotating Shifts: Must be able to work between the hours of 5:00 AM to 8:00 PM

Work Schedule: 8 Hour Shifts - Sunday to Thursday

Summary:
The Guest Relations Associate Lead assists the Manager in guiding the department to ensure a welcoming and supportive service experience for patients, families, visitors and staff. The position is responsible for supervising GRAs, assisting the Manager with scheduling, handling visitor service issues, providing service recovery to guests, and covering stations during periods of low staffing. Individuals in this position will display leadership in a positive, professional and enthusiastic manner to achieve departmental goals. In all interactions, the Lead Guest Relations Associate will be mindful of the institutional values of innovation, collaboration, accountability, respect and excellence, and will exemplify the Rush mission, vision, and values, acting in accordance with RUMC policies and procedures.

Responsibilities:
Lead regular huddles with staff to relay important information from management.
Serve as departmental representative at committee meetings when manager is unavailable.
Monitor and report on trends related to customer needs for continuously improving service delivery.
Comply at all times with Guest Relations policies and procedures to ensure high quality service delivery from Guest Relations Associates.
Assist Manager in providing departmental orientation to new hires.
Develop training materials for new hires.
Provide training and guidance to new hires.
Cover stations in times of low staffing.
Take ownership of the Rush O.R. Vendor SharePoint site, adding/removing approvers as needed.
Initiate greetings and positive interactions with patients, visitors, and staff.
Provide a welcoming impression and convey clear, precise information and directions in both face-to-face and telephonic interactions.
Collect data and report Visitor Management trends and compliance to management.
Receive feedback and provide service recovery to guests as necessary.
Approach all encounters with customers in a courteous, respectful, attentive and service-oriented manner, representing the professional image of RUMC and its mission, vision and values.
Monitor staff compliance with regard to patient privacy.
Exercise sound judgment and appropriate discretion in resolving Guest Relations service issues.
Seek out current organizational information that affects this job function and provide appropriate feedback to Guest Relations Manager.
Assist management with scheduling requirements.
Communicate patient arrivals to clinical personnel.
Communicate with Volunteer Services and Transport for the procurement of wheelchair assistance.
Assists with support for effective patient flow.
Ensure the work environment is clean, well-organized, safe, and presents a professional and welcoming image to customers.
Maintain a high standard of personal appearance and demeanor, which includes wearing proper attire and nametag.
Ensure that appropriate patient information is entered into the EPIC system.
Photograph, check in and issue visitor passes to guests according to the Rush Visitor Management policy.
Verify staff compliance and efficiency with Rush Visitor Management System.
Monitor and report on staff attendance.
Collaborate with manager on staff evaluations.
Perform other duties as assigned.

Other information:
Required Job Qualifications:
High School diploma or GED
3 years customer service experience
Preferred Job Qualifications:
Bachelor degree
Physical Demands:
The ability to independently move between work stations on campus
Competencies:
Excellent customer service skills
Strong organizational skills and multi-tasking skills
Ability to set appropriate priorities in a dynamic environment
Collaborate and work well with employees at all levels
Communicate effectively and in a positive manner, both orally and in writing
Good computer skills
Bilingual skills a plus

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.