Job Description

Plans, implements, and supervises the daily operations of Information Desk staff at multiple locations. Ensures provision of an optimal level of hospitality, information, and support for visitors, employees, and the community at large. Facilitates operational efficiency, quality improvement, and service excellence including trust recovery in front door spaces. Partners closely with other departments and serves as advocate for promoting the front desk spaces as a critical connection point for building exemplary healthcare experiences. Initiates appropriate steps to resolve information desk concerns.

Essential Functions:

• Oversees entire employment lifecycle of Information Desk Specialists. Advocates for the highest standards of customer service and ensures an exemplary level of service competency, ongoing training, and safety preparedness.
• Implements and enforces the department’s policies and procedures policies, procedures, processes, and training materials. Guides the department to meet set goals and standards.
• Ensures time and attendance is completed for department each pay period. Ensures appropriate staffing needs are maintained in all areas.
• Strives to find solutions to hospital and department-wide operational issues affecting accounts receivable or customer service.
• Collaborates to develop and implement consistent, effective practices for inpatient visitor access and inpatient visitor ID badging.
• Manages resources and budget constraints allocated to Information Desks.

Education Requirement:

Associate’s degree in business, healthcare, hospitality or related field, or equivalent combination of education and experience, required.

Licensure Requirement:

(not specified)

Certifications:

(not specified)

Skills:

• Knowledge of medical terminology, visitor and hospital policies, and HIPAA.
• Detailed understanding of healthcare or hospitality environments and impacts on patient and guest experience.
• Demonstrated ability to effectively manage multi-disciplined projects and multiple people.
• Excellent communication and customer service skills. Expert problem-solving skills that include conflict management and the ability to build and maintains a high level of team engagement.
• Working knowledge computer systems (EPIC preferred) and experience using the Microsoft Office suite.
• Ability to manage diverse populations. Demonstrated traits of teamwork, cooperation, and the ability to act as a positive and enthusiastic role model.
• Understanding of effective training and education methods.

Experience:

• Experience in leadership or management, required.
• Experience in a healthcare or hospitality environment, preferred.

Physical Requirements:

OCCASIONALLY: Blood and/or Bodily Fluids, Chemicals/Medications, Climb stairs/ladder, Cold Temperatures, Lifting / Carrying: 11-20 lbs, Loud Noises, Pushing / Pulling: 26-40 lbs, Pushing / Pulling: 41-60 lbs, Sitting, Squat/kneel

FREQUENTLY: Bend/twist, Lifting / Carrying: 0-10 lbs

CONTINUOUSLY: Audible speech, Communicable Diseases and/or Pathogens, Computer skills, Decision Making, Flexing/extending of neck, Hand use: grasping, gripping, turning, Hearing acuity, Interpreting Data, Peripheral vision, Problem solving, Pushing / Pulling: 0-25 lbs, Reaching above shoulder, Repetitive hand/arm use, Seeing – Far/near, Standing, Walking

Additional Physical Requirements performed but not listed above:

Ability to multi-task within a stressful environment

"The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individuals so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under their supervision. EOE M/F/Disability/Vet"