Clerk III - Information Desk

Iowa Health Care Department of Guest Services is seeking a Clerk III. Under general supervision and demonstrating exceptional customer service, welcomes and greets patients and guests to UI Hospitals and Clinics, at the Main Information Desk. Provides directions and information on hospital services and amenities on the telephone and in person in compliance with hospital policies. Conducts same as cash transactions and implements service recovery as necessary.

1.Provide excellent customer service to patients, families, guests, and staff, maintaining a positive and professional attitude at all times.

2. Utilizing excellent communication skills, provide information, directions, and assistance for patients and guests on the telephone and in person.

3. Provide service recovery when needed, assessing the situation, and ensuring service excellence initiatives are met.

4. Answer phone calls and provide appropriate responses, following customer service standards. Make and transfer phone calls to appropriate parties when necessary.

5. Respect dignity and privacy of all patients and guests, carefully observing privacy encounter directives.

6. Maintain confidentiality in accordance with UIHC and HIPAA guidelines

7. Provide wheelchair assistance when needed, promoting safety. Arrange patient and guest transport requests via the transport module in Epic.

8. Accurately coordinate deliveries to the desk, logging items and contacting appropriate departments in a timely manner, following proper protocols.

9. Maintain, record, and monitor Lost and Found items, utilizing the databases. Field inquiries, research items, and contact owners.

10. Comply with UIHC and Guest Services cash handling policies and procedures.

11. Provide information on all parking options.

12. Process valet transactions utilizing the CVPS electronic valet system and appropriate cash register functions.

13. Skillfully navigate computer software including Epic, CVPS (for valet), for Lost & Found program, Microsoft Office, MICROS (for the cash register) and operate office equipment.

14. Have a working knowledge of Rossi Guest House Lodging Program (UIHC), Valet and Patient Transport operations, and Concierge Services operations with possible cross-training to cover those areas.

15. Follow all safety protocols, and have conversations regarding visitor guidelines when necessary.

16. Provide guidance for inquiries related to medical records, billing and other departments as needed. Coordinate incoming/outgoing medical records and requests.

17. Arrange interpreters when needed, utilizing the Globo iPad technology.

18. Complete required compliances and training.

19. Serve as dispatcher for patient transports, fielding phone calls and requests and managing Transport Command Center within EPIC.

20. Maintain professional work ethic while working independently or with a team.

21. Maintain a neat and clean work environment.

22. Perform other projects and duties as assigned.

Hours to be Scheduled:

• 0600-2000 M-F / 0700-1800 Sa-Su / 0700-1800 holidays
• 0800-1700 M-F / 1000-1500 Sa-Su / 0700-1300 holidays

Hourly Rate of Pay:

• $18.00/hr

QUALIFICATIONS: Ability to demonstrate exceptional service excellence with every patient and guest in a fast-paced environment. Must have good communication skills, pay attention to detail and be able to prioritize multiple tasks. In person and on the telephone, must be able to demonstrate a professional presence. Skill in using computer software and operating basic office equipment is required. Must be able to sit or stand for long periods of time.