Guest Services Program Manager

Job Description

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 Ann & Robert H. Lurie Children’s Hospital of Chicago Job Description 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 initiatives. Co-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: Bachelor’s 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 $65,520.

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