Welcome Desk Representative - PRN

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

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