Primary Responsibilities

Under the general supervision of the Patient Access Manager or designee, the ER Reception Desk Clerk is responsible for welcoming patients and guests to the Wahiawa General Hospital’s Emergency Department in a friendly and courteous manner, and in accordance with the Hospital’s Mission, Vision and Aloha Values. Relays incoming and outgoing telephone calls within the emergency department using internal phone system. Assists with inquiries, directions, and questions regarding the facility or services.

As a member of the healthcare industry, Wahiawa General Hospital is committed to excellent customer service to our residents and patients, their families, vendors, to one another, and the general public. Our priority is to fulfill the Hospital’s Mission, Vision and Aloha Values at all times and in all situations.

OUR MISSION

Meet the healthcare needs and exceed the expectations of our patients and customers…

• by partnering with other community organizations to address the medical care and well-being of the communities of Central Oahu and the North Shore;
• by using the total teamwork/quality-first concepts;
• by implementing cost effective operational solutions; and
• by addressing the emerging healthcare needs of the people we

OUR VISION

Recognized for delivering high-quality healthcare service at every level of the organization…

• to be the healthcare provider of choice for the people of Central Oahu and the North Shore;
• to provide high-quality healthcare services, close to home;
• to be the workplace of choice for our employees and medical providers;
• while confronting whatever challenges the future

OUR ALOHA VALUES

Essential Duties

• Acknowledge and greet all patients, residents, guests, and staff with Aloha
• Engage in friendly conversation to obtain information necessary to determine safe entrance to the ER
• Alert Triage and Patient Access Clerk of patient requiring care
• Answer phone calls and forward to the appropriate party in the ED
• Sincerely thank guests as they leave and invite them to return, as appropriate
• Complete assigned tasks in a fast-paced environment
• Perform duties and responsibilities in accordance with policies and procedures and consistent with the goals and objectives of the department and Wahiawa General Hospital (WGH)
• Relay incoming and outgoing calls
• Document patients that have expired in Morgue Log
• Notify appropriate department of alarms
• Maintain code procedures

Other Duties

• Attend to visitors and patients wholeheartedly and ensure their physical safety as well as overall comfort
• Comfort patients and their families by offering support and maintaining professionalism
• Work effectively as a team member in the delivery of Maintain good working relations with all staff and other hospital employees through appropriate communication.
• Maintain friendly, efficient, positive customer service attitude towards patients, guests, vendors, co-workers and all visitors
• Perform other duties as assigned
• Perform all duties and conduct oneself with ALOHA Values at all times and in all interactions

Minimum Qualification Requirements:

High School diploma required.

Skills/Knowledge:

• Proficient in the use of computer programs, Excel, Access, Word and other desktop.
• Good organizational skills and the ability to operate multiple-line telephone system and
• Accurate and efficient in typing and data entry.
• Ability to communicate effectively with internal and external customers, patients, co-workers, physicians, etc.
• Ability to read, write and speak the English language sufficiently well to perform the duties of the position.
• Ability to work independently while coordinating work processes with coordinating work processes with others.
• Demonstrate effective problem solving and problem prevention skills; ability to multi-task.
• Ability to deal tactfully with personnel, patients, families, visitors, government agencies/personnel and the general public.
• Ability to maintain regular attendance and punctuality.

Education:

Associates degree preferred.

Enhanced Qualifications:

• Previous training and/or experience in reception desk operations
• Previous experience in healthcare clinic or hospital/emergency department setting

Working Conditions

• Air conditioned May be exposed to infections and contagious diseases.
• Work is primarily May stand, bend, reach, and lift intermittently during working hours.
• Works in well-lighted/ventilated area.
• Subject to frequent interruptions.
• Has contact with patients, family members, visitors, and personnel.

Equipment Use

• Use of general office
• Personal protective equipment, as

Mental and Physical Demands

• Ability to lift/carry or push/pull up to 10 pounds.
• Position involves reaching, sitting, standing and walking.
• Position is primarily sedentary.
• May come into contact with sharp object and instruments, and non-corrosive chemicals.
• Motor coordination to operate various office equipment involved in performance of of job.
• Must possess sight/hearing senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be met.