Guest Services Ambassador, Patient and Visitor Engagement, FT Days

Be part of a world-class academic healthcare system, UChicago Medicine, as a Guest Services Ambassador at our Hyde Park medical campus. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

The Guest Services Ambassador is responsible for providing a welcoming, high-quality and supportive hospital service experience for patients, families, visitors and staff in patient-facing lobbies and checkpoints. The position is responsible for greeting people at welcome desks and responding to the needs of patients and visitors seeking assistance to access and navigation of patient care delivery and service areas on campus. In this role, the Guest Services Ambassador will serve as an ambassador for UCMC and will meet the highest standards for customer service and recovery, when needed. Our goal is to build a team of high energy, goal- oriented future leaders, who will go “above and beyond” to make encounters at UCMC memorable and create a solid foundation for a positive patient experience.

Essential Job Functions

• Initiates greetings and positive interaction with all visitors to campus.
• Provides a welcoming impression and conveys clear, specific and accurate information or navigation guidance during encounters.
• Approaches all encounters with a courteous, respectful, and attentive manner representing the professional image of UChicago Medicine.
• Respects all patients’ privacy, perspective and abilities.
• Collaborates with colleagues from other departments (e.g. Patient Transportation, clinic or unit representatives, etc.) to ensure patients and visitors reach their intended destination and provides personable hand-offs to other teams for ongoing support.
• Assists with patient information look-ups and appointment verifications.
• Validates proper identification of incoming patients, visitors, and staff; communications prohibitions, as needed.
• Escalates security concerns to the Public Safety team as needed.
• Assists patients and visitors to reach their intended destination(s).
• Orients patients and visitors to the medical center campus in relation to their intended destination(s).
• Ensures patient and visitor safety during escorts.
• If a patient raises a concern or issue, seeks to understand the reason for the question or concern, acknowledges the impact to the patient, and assists in resolving the issue (when feasible) or escalates to the appropriate party.
• Validates parking.
• Assists patients with locating outside resources (e.g. transportation, restaurant/food locations, and local amenities) related to their stay or departure.
• Performs other duties as assigned.

Required Qualifications

• High school diploma or GED required
• 5+ years of customer service preferred
• Healthcare experience preferred

Preferred Qualifications

• College education preferred
• Excellent verbal communication
• Problem-solving
• Basic computing (MS Office, healthcare systems/Epic)

Position Details

• Job Type/FTE: Full-Time
• Shift: Days
• Work Location: Onsite

• Unit/Department: Patient and Visitor Engagement