Job Description

Under the general supervision of the Ambulatory Patient Access Manager, is responsible for providing greeting, navigation and guest relations in the Central Check in area of Huggins Hospital.

Responsibilities

Maintain a safe and supportive environment:

1Uphold visitation and other applicable policies, procedures, guidelines and restrictions of the hospital while being respectful and courteous to our diverse audience
2Assist patients and visitors into wheelchairs, as needed, and transport patients proactively who need assistance navigating throughout the organization. Proactively interact with other departments to assist in patient transport from entry to destination and back when multiple needs arise.
3Maintain emergency preparedness operations plans and safely guide visitors during an emergency.
4Coordinate with other departments and participate as needed to provide a safe and comfortable environment that meets the needs of the patients, families and visitors. Monitor the immediate environment and report any suspicious activity to security

Perform Visitor Relations in Lobby of Huggins Hospital:

1Represent the hospital to all audiences and provide guest relations in a way that promotes the hospital’s values and shows the patients and visitors that they are welcome
2Assure an organized and safe environment for patients, families and visitors with the highest standard of customer service. Resolve customer service concerns and elevate the concern to the appropriate department or resource as appropriate.
3Offer assistance for way-finding, parking, deliveries and other requested information regarding hospital and community services for patients, family and visitors.

Organizational Expectations

• Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift
• HIPAA: facilitates to maintain patient confidentiality
• Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect
• Interpersonal relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.
• Safety: Practices workplace safety daily

Employee Engagement

• Actively participates in all hospital Service Excellence initiatives and trainings
• Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes
• Completes all required annual education on or before the due date

Knowledge Skills and Abilities : Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job.

Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers
Ability to effectively manage considerable mental stress
Ability to express or exchange ideas by means of the spoken word
Ability to receive detailed information through oral communication
Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner
Familiarity with computer and other business machines

Qualifications:

Experience with working with the public.
Excellent communication skills and strong customer service skills.
Experience in health care is preferred.
Experience with front desk and greeter operations desired.