POSITION SUMMARY

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
At least 2 to 3 years of related experience in customer service. (Required)
1 year of 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 is 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

Organizational Accountabilities (Staff)
Organizational Commitment/Identification
Teamwork/Communication
Performance Improvement/Problem-solving
Cost Management/Financial Responsibility
Safety