Services Representative

SUMMARY:

We are currently seeking a Welcome Services Representative to join our team. This full-time role will primarily work on-site (Typical hours are 7:30 AM - 6:00 PM and some nights and weekends as necessary, which could be anywhere from 7:30 AM - 11:00 PM ).

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