Lead Guest Services Receptionist

Job Description

Stamford Health is looking for a Full-Time (37.50/HR. Per week) Lead Guest Services Receptionist to work at our Tully Center.

Under the direction of the Guest & Patient Administrator, the Lead Guest Services Receptionist is primarily responsible for greeting and directing guests to their destinations. Sets the tone for outstanding customer service, assesses all internal and external guest needs and independently addresses questions and concerns by providing direction, support and information.

The Lead Guest Services Receptionist will be an expert in the Fast Pass Visitor Security System. They will be a liason with Security Solutions Inc., the vendor for the Fast Pass system. They will also generate utilization and visitor count reports on a monthly and, as needed, basis. The Lead Guest Services Receptionist will also serve as the Epic super user ambassador, mastering the Epic system and conveying that knowledge to the rest of the team. The Lead Guest Services Receptionist will also be in charge of other duties and special projects as assigned.

The Lead Guest Services Receptionist will also be responsible for the aesthetic upkeep of the main lobby, answering phones, transporting & escorting guests as well as delivering flowers and belongings.

The Lead Guest Services Receptionist is critical to our patient-centered environment. As one of the first touch points guests encounter, it is imperative to exhibit outstanding customer service skills and to display caring, kindness and respect in all interactions. Providing information, transportation and guidance with respect and compassion demonstrates our values and always putting guests first.

1. Subject matter expert and master of the operation and data collection for Fast Pass System. Work with Vendor on reporting, trouble shooting, enhancements and problem solving.

2. Epic Super User and staff trainer. Attend training classes and interact with Epic team members.

3. Set a tone of professionalism and calmness at the desk.

4. Visitor Exceptions and Restrictions. Stay abreast of ever changing restrictions and exceptions, making sure all current information is updated in binder, etc. Confirm with nursing units when necessary, alert security to potential threats, etc.

5. Enthusiastically and effectively receives, greets, and directs guests (patients, physicians, families and new employees to their destinations).

6. Effectively provides direction of phone calls to the appropriate patient, employee, physician or department.

Sets the example for outstanding customer service, and supervises volunteer staff to insure consistency in retrieving and communicating information to our guests' needs.

7. Delivers flowers and patient's belongings to appropriate destination.

8. Escorts or transports patients when appropriate to their destination.

9. Thorough understanding & knowledge of the Meditech system specifically as it relates to retrieving pertinent patient information.

10. Upholds and respects HIPAA laws when accessing patient information and makes necessary judgments regarding emergencies, crisis situations, patient expirations, and other confidentiality issues in accordance with hospital policies.

11. Stays abreast of facility changes, new or revised policies, procedures, and processes.

12. Responsible for creating and maintaining an overall clean, neat and positive environment in the main lobby and lounges; which includes the maintenance of plants, signs, easels, and reports any issues or concerns to the appropriate personnel.

13. Prioritizes assignments and completes responsibilities in a timely manner, conducting follow-up as necessary and assumes responsibility for assigned projects and follow through until completion.

14. Responsibilities will also include various projects assigned by supervisor or director.\

Job Info

Job Identification: 3115

Job Category: 020 - Clerical

Posting Date: 2024-10-22T13:40:40 00:00

Job Schedule: Full time

Locations: 1 Hospital Plaza Stamford CT 06904 US

Regular or Temporary: NA