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This is a PRN (as needed) position. This team works varying shifts to cover the hospital - 7 days a week and 24 hours a day.
Responsible for providing comprehensive information services and assistance to patients, parents and visitors who access the Hospital directly . Assist in providing work direction to Volunteer staff at Welcome Desk.
Minimum Education
High School Diploma or GED (Required)
Minimum Work Experience
2 years At least 2 to 3 years of related experience in customer service. (Required)
1 year Experience in a hospital industry or comparable experience in a hospital volunteer services program. (Preferred)
Required Skills/Knowledge
Must possess the ability to resolve problems and respond to complaints in a positive, productive manner.
Must be able to work amid constant distraction and deal courteously and effectively with several requests simultaneously .
Ability to speak Spanish desirable.
Functional Accountabilities
Customer Service
- Act as a liaison between patients, parents, staff, volunteers, visitors and the hospital.
- Demonstrate, as a high priority, to place and serve internal and external customers in a timely , courteous manner .
- Follow up until needs of the customer are met.
- Process and record cab requests; communicate with staff and family in regard to the timeliness of cabs.
- Interpret hospital policies and procedures to volunteers, staff and visitors with respect and consideration.
- Create and maintain an atmosphere of warmth, personal interest and positive concern as well as a calm environment in the atrium.
Safety
- Speak up when team members appear to exhibit unsafe behavior or performance
- Continuously validate and verify information needed for decision making or documentation
- Stop in the face of uncertainty and takes time to resolve the situation
- Demonstrate accurate, clear and timely verbal and written communication
- Actively promote safety for patients, families, visitors and co-workers
- Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
Organizational Accountabilities
Coordination of Welcome Desk
- Coordinate activities of volunteers assigned to the welcome desk, provide work instruction as necessary; assist in evaluating the work performance of the assigned volunteers.
- Receive and distribute patient gifts and department packages.
- Strive to maintain a clean and organized environment at the welcome desk.
- Maintain office supplies, equipment and reference manuals.
Organizational Commitment/Identification
- Partner in the mission and upholds the core principles of the organization
- Committed to diversity and recognizes value of cultural ethnic differences
- Demonstrate personal and professional integrity
- Maintain confidentiality at all times
Customer Service
- Anticipate and responds to customer needs; follows up until needs are met
Teamwork/Communication
- Demonstrate collaborative and respectful behavior
- Partner with all team members to achieve goals
- Receptive to others’ ideas and opinions
Performance Improvement/Problem-solving
- Contribute to a positive work environment
- Demonstrate flexibility and willingness to change
- Identify opportunities to improve clinical and administrative processes
- Make appropriate decisions, using sound judgment
Cost Management/Financial Responsibility
- Use resources efficiently
- Search for less costly ways of doing things
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