AdvocateAuroraHealth–ConciergeAdmissionProgram(CAP)
The Advocate Aurora Health (AAH) Concierge Admission Program (CAP) originated in response to the 2020 COVID-19 pandemic. To ensure the safety of patients, visitors, staff, and volunteers, system leadership restricted all non‑essential personnel and visitors from entering AAH campuses.
In support of patient care during this time, the system Volunteer Services Department developed CAP to assist both patients and clinical teams. Volunteers contacted patients in inpatient units to communicate current visitation guidelines and assess any needs, questions, or concerns. Working collaboratively with care teams, volunteers helped ensure patients received timely assistance and support.
CAP began as a pilot program in two hospitals—one in Illinois and one in Wisconsin—covering four inpatient units. As the pandemic evolved, the program expanded to additional hospitals and units, and the patient call script was enhanced to better address patient needs.
Today, CAP remains a strong and impactful program, continually adapting to support and improve the patient experience. The program now serves 20 hospitals and more than 60 inpatient units across the AAH system.
Program Highlights:
*Volunteers conduct remote outreach calls to patients, introducing themselves, assessing the patient’s overall hospital experience, and sharing up-to-date visitation hours and guidelines.When patients express needs, questions, or concerns, volunteers communicate this information to the nursing team at the conclusion of the call to ensure appropriate and timely follow-up.When patients recognize staff members for exceptional care, volunteers submit recognition emails to the appropriate manager(s) to help celebrate and reinforce outstanding service.
Hours of Operation:
*Monday–Sunday: Between
9:00 a.m. and 6:00 p.m. CST
*Volunteer scheduling is flexible, allowing individuals to select days and times that work best for them.
System Access Provided -Volunteers are granted the following Advocate Aurora Health resources to perform their duties:
*AAH network access
*AAH email account
*Microsoft Teams access, including use of the control log
*Cipher Rounding Tool access
Volunteer Requirements:
*Volunteers must be 17 years old and older
*Background Check: Required for all volunteers aged 19 and older.
Volunteer Orientation Training: Online module introducing Advocate Aurora Health and our organizational mission.
Compliance and Integrity Training: Online module outlining AAH’s compliance and privacy standards, including essential information needed to help safeguard patients, visitors, and team members.
In‑Depth Training:
*7–8 hours of one‑on‑one training with a member of our training team.
*Training team members are available Monday–Friday, 9:00 a.m.–5:00 p.m.
What Volunteers Gain from This Experience - Volunteers develop a strong set of transferable skills, including:
*Problem‑solving skills*Communication and empathy skills*Critical thinking skills*Active listening skills*Resiliency skills*Collaboration skills, including working directly with patients and internal partners (staff)
Additional benefits:
*Letter of Recommendation - provided upon request after completing 60 volunteer hours
*Supportive team environment with guidance available for any questions or concerns
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Documentation of volunteer hours available for students, if needed
Next Steps and Program Progression:
*Schedule a Zoom Session - Provides an overview of the program. Includes a brief behavioral interview
*Application Process
*Onboarding Process
*Training Sessions Scheduled -Includes in‑depth training led by our training team
*Begin Calling Patients
*Ongoing Volunteer Check‑Ins
**Regular update meetings to support volunteers, address questions, and share program updates
