Welcome Services Representative, Casual

JOB DETAILS
Department: Welcome Service
FTE: 0.01 casual (casual position will not have guaranteed hours or benefits)
Shift(s): Days and Every Other Weekend
Shift Length: 8 hours
Location: In-Person
Other: The role requires broad weekly availability, including weekend coverage during the 10:00 a.m.–6:30 p.m. or 12:00 p.m.–8:30 p.m. shifts

Purpose of this position: Using excellent customer service skills, works independently and as a team to welcome and assist patients, families, and visitors entering the medical center. Provides accurate and timely information in person or over the phone to patients and family/visitors and staff. Requires considerable knowledge, experience, judgment, emotional intelligence, and ability to problem solve and communicate effectively with patients, visitors, vendors, and staff. Being the first and last point of contact, helps create an atmosphere in the medical center that is efficient, calm, caring, and supportive of the Centered Around You guiding principles for patient- family-centered care

RESPONSIBILITIES:

• Provides accurate and timely information in person or over the phone to patients, families, visitors, and staff
• Conducts COVID Screening at all Information Desks across the downtown campus
• Requests all visitors wear the proper PPE while on downtown campus
• Ensures PPE is readily available at all public entrances where Info Desks are located
• ED & Inpatient visitor processing in accordance to the visitor policy guidelines
• Facilitates arrival of compassionate care visitation
• Facilitates arrival of families for patient care conferences
• In a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon demand
• Collaborates with volunteer services and hospital ambassadors to support expanded coverage of the welcome desks to ensure HHS provides a warm greeting, expert guidance, and accurate information to patients and families
• Coordinates and partners with other departments facility-wide to facilitate patient and visitor needs as necessary (i.e., clinical departments, security, interpreter services, transportation)
• Operates electronic resources such as phones, pagers, vocera, and computers and needed programs (EPIC, the internet/intranet and Microsoft Office, etc.) to complete required work and assist patients and families
• Processing of 20/20 parking vouchers for extended inpatient families
• Responds to inquiries of customers from incoming calls and correspondence to answer questions and/or resolve problems
• Exhibits excellent verbal communication
• Performs routine office tasks and/or projects necessary for Patient Experience Services as needed by the supervisor
• Functions as a hospital resource for patient/visitor questions concerning HHS services
• May provide way-finding assistance for all HHS patients/visitors by escorting them to desired destination
• Maintains up-to-date and accurate resources (internal/external) applicable to patient information
• Partners with departments and staff to provide information and facilitate connections for internal and external customers
• Emergency response for events impacting lobbies where Information Desks are located
• Supports Security enhancements and responses in common areas

QUALIFICATIONS:
Minimum Qualifications:

• High school diploma
• One (1) year of office customer service experience
• Heavy telephone and customer interaction experience

-OR-

• Six (6) months of above experience plus completion of an approved business or technical school program

Preferred Qualifications:

• Three (3) years of clerical experience including one year of experience appropriate to customer service and/or healthcare or human services
• Previous experience working in a health care setting
• Fluency in additional language(s) besides English

Knowledge/ Skills/ Abilities:

• Proficiency with computers and commonly used programs (Microsoft Office, internet/intranet, etc.)
• Fluent in reading, writing, and speaking English
• Compassionate and dependable
• Excellent verbal communication skills
• Ability to relate well with people of various backgrounds and at all levels of the organization
• Excellent organizational skills
• Commitment to delivering excellent customer service