Guest Services Program Manager

Ann & Robert H. Lurie Childrens Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence kids and their families are at the center of all we do. Ann & Robert H. Lurie Childrens Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

General Summary:

The Guest Services Program Manager will be responsible for the collaborative leadership of assigned projects involving the Guest Services department. The position supports the design development and implementation of a proactive strategy for an optimized Guest Services patient and staff experience across Ambulatory Inpatient Emergency and Surgery departments. Coordinates planning preparation and program execution for all Guest Services initiatives training and projects. The Program Manager works in collaboration with a broad group of stakeholders and interprofessional teams to ensure patient and family satisfaction through various programs.

Essential Job Functions:

• Responsible for overall project management operational support to address the Ambulatory Inpatient Surgical Emergency Department and patient family experience needs of the Guest Services team.

• Design implement and manage customer service initiatives in the Guest Service department to improve the customer experience and achieve organizational goals.

• Collaborates with Guest Services Managers to identify training needs and implements solutions to address improvement in staff performance related to Guest Services areas of responsibility.

• Supports the ongoing assessment and tracking of operational projects and -develops solutions for identified operational needs with Guest Services Managers.

• Partner with leadership clinical development partners peers and/or third-party vendors on the instructional design of education programs for the Guest Service team.

• Identifies opportunities to enhance the Guest Services department developing new processes and implementing strategies to improve efficiency and patient and staff satisfaction.

• Other job functions as assigned.

Knowledge Skills and Abilities:

• Bachelors degree preferred or a combination of at least 3 years of leadership experience in a healthcare setting.
• Exceptional customer service interpersonal oral and written communication skills. Successful at partnering across staff physicians and leadership.

• Ability to work independently adept problem-solver and easily adaptable to a fast-paced healthcare environment.

• Effective at coaching for performance and professional development.

• Familiarity with implementing process improvement.

• Proficient with all Microsoft Office applications and Epic.

• Bilingual in Spanish or Polish preferred.

Education

Pay Range

At Lurie Childrens we are committed to competitive and fair compensation aligned with market rates and internal equity reflecting individual contributions experience and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions.In addition to base salary Lurie Childrens offer a comprehensive rewards package that may include differentials for some hourly employees leadership incentivesfor select roles health and retirement benefits and wellbeing programs. For more details on other compensation consult your recruiter or click the followinglink to learn more about our benefits.

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO) Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

• Supplemental Life AD&D and Disability

• Critical Illness Accident and Hospital Indemnity coverage

• Tuition assistance

• Student loan servicing and support

• Adoption benefits

• Backup Childcare and Eldercare

• Employee Assistance Program and other specialized behavioral health services and resources for employees and family members

• Discount on services at Lurie Childrens facilities

• Discount purchasing program

Theres a Place for You with Us

At Lurie Childrens we embrace and celebrate building a team with a variety of backgrounds skills and viewpoints recognizing that different life experiences strengthen our workplace and the care we provide to the Chicago community and beyond. We treat everyone fairly appreciate differences and make meaningful connections that foster belonging. This is a place where you can be your best so we can give our best to the patients and families who trust us with their care.

Lurie Childrens and its affiliatesare equal employment opportunity employers. All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity or expression religion national origin ancestry age disability marital status pregnancy protected veteran status order of protection status protected genetic information or any other characteristic protected by law.

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