Information Desk Representative

Under the general supervision and according to established procedures warmly welcomes visitors provides accurate directions responds to telephone inquiries and accesses computer for patient information.

To be successful in this role candidates should be professional polite and attentive while also being accurate and kind even when a patron makes it difficult to be. They should always be prepared and responsive willing to meet each challenge directly. A Patient Information Services employee must be comfortable with computers general office tasks and excel at both verbal and written communication. As a candidate for this position you are ideally the one who represents the first point of contact with patrons and sets the tone for their visit at the hospital.

Most importantly candidates should have a genuine desire to meet the needs of others.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Greets patients guests visitors and provides accurate directions to all areas of the hospital complex. Responds to telephone requests for patient information. Preserves confidentiality of patient information.

1. Greets patients guests visitors and provides accurate directions to all areas of the hospital complex. Responds to telephone requests for patient information. Preserves confidentiality of patient information.

2. Ensure the desk is neat presentable and equipped with all the necessary supplies.

3. Promptly answer incoming calls redirect phone calls to the appropriate department and take down messages.

4. Maintain clear and positive communication with team members inside and outside the department.

5. Use conflict resolution and service recovery skills to appropriately interact with customers as needed.

6. Monitor organize and forward emails.

7. Preserve confidentiality of patient information.

8. Operate computer to access department records indicating patients' and visitors' status location and phone extension.

9. Issue courtesy coupons to clergy and other qualifying visitors/patients.

10. Pay close attention to those who enter the lobby; work collaboratively with Security to be proactive of patient/visitor/guest safety.

11. Anticipate the needs of others to ensure their seamless and positive experience.

12. Performs a variety of routine administrative duties maintaining department records confidential information on patients location and phone extension. Maintains limited number of operational statistics. Operates computer terminal to access computer records.

BASIC SKILLS

• Teamwork.
• Problem-solving.
• Time management.
• Critical thinking.
• Decision-making.

• Organizational.
• Stress management.

BASIC KNOWLEDGE:

High School Graduate required; associate degree preferred.

Excellent interpersonal skills. Critical thinking and problem-solving skills Computer competency. Some medical terminology helpful.

Excellent telephone and customer service skills.

Superb verbal communication skills.

Patience and compassion.

Excellent organizational and multi-tasking abilities.

Multilingual preferred.

EXPERIENCE:

Two years job related experience.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Exposed to normal patient care environment with frequent standing walking and sitting.

INDEPENDENT ACTION:

Performs independently within department policies and practices. Refers specific complex problems to supervisor where clarification of departmental policies and procedures may be required.

SUPERVISORY RESPONSIBILITY:

None.