Guest Services Program Manager

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.

Ann & Robert H. Lurie Children's Hospital of Chicago

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

$65,520.00-$107,120.00 Salary

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 more details on other compensation, consult your recruiter or click the following link 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 Children’s facilities

• Discount purchasing program

There’s a Place for You with Us

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.

Support email: candidatesupport@luriechildrens.org