Hospitality Agent I Full time Days

Job Description

The Hospitality Agent reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsible for receiving incoming calls and initiating work requests to satisfy the customer's need for multiple facilities within the Northwestern Medical System. Provide direct support to Hospitality management and make critical decisions in their absence. Provides team support by investigating customer issues, responding to urgent customer service requirements, and supporting/implementing leadership decisions. Provides clerical and administrative support to management throughout the Integrated Service Team.

Responsibilities

• Acts in place of Hospitality Managers in their absence (i.e. call in staff, take service complaints from departments, assists employees with their payroll or My Learning).
• Answers calls courteously and immediately, documents calls, and accurately enters requests/work orders into the TMS, THM, Sentact or EPIC programs.
• Maintains high quality by monitoring data and work.
• Develops and maintains system for organizing work and information.
• Utilizes effective dispatch logic in prioritizing tasks and dispatching assignments to the appropriate personnel in order of priority and availability.
• Completes all data input/typing assignments efficiently, timely and accurately.
• Assumes responsibility for problem solving and makes suggestions for improvement.
• Identifies problems, conducts research, resolves issues and makes recommendations to department managers and Director of Hospitality Services.
• Notifies managers of potential situations and unreasonable response times and ensures compliance with policies and procedures for departmental operations.
• Solves problems related to patient, visitor and staff complaints and recommends and participates in the solution (Service Recovery).
• Assists manager with on-boarding of new employees.

Qualifications

• Education: High School Diploma
• Experience: Clerical experience required, Working in an environment with high call volume experience required
• Behavioral Attributes: Ability to multitask, Basic computer skills

Preferred: Some college

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility

Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.