Guest Services Associate (PRN)

Advocate Condell Medical Center | Libertyville, IL

Why Advocate Health

When you join Advocate Health, you are joining one of the nation’s largest nonprofit health systems, serving communities across Illinois and Wisconsin with a strong commitment to equity, excellence, and whole-person care.

At Advocate Health, we are redefining how, when, and where care is delivered—bringing human kindness to every step of the health journey. Guided by our Purpose, “From discovery to everyday moments, we’re redefining care—for you, for us, for all,” we are committed to creating a welcoming and inclusive environment for patients, visitors, and teammates.

Schedule Details

• Position Type: PRN / Registry
• Shift Availability: Must be flexible to support weekdays, weekends, holidays, and off-shifts as needed

What We Are Looking For

Required Qualifications

• High School diploma or equivalent
• Minimum of 2 years of hospital experience in a high-contact customer service setting OR 2 years of comparable customer service experience

Preferred Qualifications

• Knowledge of medical terminology
• Bilingual Spanish skills preferred

Knowledge, Skills & Abilities

• Strong customer service and interpersonal skills
• Excellent communication and problem-solving abilities
• Basic computer and keyboarding skills
• Experience with multi-line phone systems and basic office equipment
• Ability to remain calm and professional in fast-paced or stressful situations
• Strong organizational skills and attention to detail

What You Will Do

As a Guest Services Associate, you will serve as the first point of contact for patients, visitors, and team members, ensuring a welcoming, safe, and supportive hospital environment.

Guest Reception & Wayfinding

• Greet patients, visitors, and staff in the hospital Main Lobby following Guest Services standards
• Assess immediate needs and provide directions or arrange transportation
• Notify departments or care teams of guest arrivals when appropriate
• Answer questions and resolve concerns independently or with supervisor support

Escort & Transportation Services

• Provide escort services throughout the facility, including transporting guests via wheelchair or other assistive devices
• Ensure transportation equipment is readily available and maintained
• Deliver items such as mail, flowers, supplies, and documents across departments

Information & Communication Support

• Provide information regarding appointments, locations, visiting hours, and hospital services
• Assist with directions to departments, patient rooms, Emergency Department, and other key areas
• Serve as a liaison between guests and departments, coordinating needs with internal and external resources
• Communicate guest concerns, suggestions, or issues to appropriate departments

Guest Experience & Operations

• Ensure visitors comply with hospital policies (e.g., ID badges, visitation, pet visitation guidelines)
• Coordinate lost and found items with Patient Relations and Security
• Support volunteer activities as needed
• Maintain a clean, organized, and welcoming lobby and entry environment

Screening & Safety Responsibilities

• Conduct symptom screening for patients, visitors, and team members entering the facility
• Follow all screening protocols, policies, and procedures
• Maintain cleanliness and organization of screening areas
• Respond appropriately to safety concerns and notify Security when needed

Professional Development

• Maintain knowledge of hospital departments, personnel, and processes
• Participate in ongoing training and education to support service excellence
• Develop competency in hospital systems and communication tools

Physical Requirements & Working Conditions

• Ability to stand, walk, and move throughout the facility for extended periods
• Ability to push, pull, and transport wheelchairs or equipment
• Ability to lift up to 25 pounds occasionally
• Ability to respond quickly to alarms, urgent situations, and guest needs
• Must maintain a professional appearance and demeanor at all times
• Exposure to a fast-paced environment and potential public health risks

Being Part of Something Bigger

At Advocate Health, every interaction matters. As a Guest Services Associate, you play a key role in shaping the experience of patients, families, and visitors. If you are passionate about helping others and delivering exceptional service, we invite you to apply and be part of something meaningful.

Disclaimer

This job description reflects the general nature of the role and is not intended to be a comprehensive list of responsibilities. Team members may be required to perform additional duties as assigned.