Guest Services I

Patient Experience Specialist

Ann & Robert H. Lurie Children's 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 Children's Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location : Streeterville, Chicago, IL

Time Type : Full time

Job Description :

Create a warm, welcoming, best-in-class experience for patients and families across their arrival for appointments and though their inpatient admissions. Serves as an expert resource for families regarding hospital and unit-based services and provides support for service-based requests and non-clinical needs. Provides administrative support for the inpatient units and works collaboratively with all team members to drive an optimal patient-family, and employee, experience. Models Lurie Children's values of integrity, equity and discovery, and creates a team environment that is supportive, collaborative, informative, and respectful.

Essential Job Functions :

• Verification, badging, and managing visitor access for patients and families arriving for appointments and to the inpatient units. Ensuring any visitor restrictions or exceptions are identified and enacted appropriately.
• Orienting families to hospital and unit-based services, providing wayfinding assistance, and serving as a resource for families' questions throughout their hospitalization.
• Providing administrative support to inpatient units by triaging calls, coordinating patient paperwork, managing admission, discharge, and transfers in the electronic medical record, and conducting environmental rounds to monitor supplies, office equipment and computers, and other needs as identified. Collaborates with the multidisciplinary teams on the units to ensure seamless communication for areas of responsibility.
• Managing surgical and ED waiting areas to coordinate updates to families, escort families' post-procedure and within the ED, and provide additional support as needed.
• Rounding with families to proactively identify non-clinical needs and refer concerns to the appropriate resources.
• Other job functions as assigned.

Education and Experience :

Pay Range : $18.50-$27.75 Hourly

At Lurie Children's, 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 Children's offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs.

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 including 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 Children's facilities; Discount purchasing program.

At Lurie Children's, 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 Children's and its affiliates are 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.