Welcome Services Representative
2 weeks ago
We are seeking a Welcome Services Representative to join our team at Hennepin County Medical Center. This casual role will primarily work on-site, providing excellent customer service skills to welcome and assist patients, families, and visitors entering the medical center.
Key Responsibilities- Provide accurate and timely information in person or over the phone to patients, families, visitors, and staff.
- Conduct COVID Screening at all Information Desks across the downtown campus.
- Request all visitors wear the proper PPE while on downtown campus.
- Ensure PPE is readily available at all public entrances where Info Desks are located.
- ED & Inpatient visitor processing in accordance to the visitor policy guidelines.
- Facilitate arrival of compassionate care visitation.
- Facilitate arrival of families for patient care conferences.
- In a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon demand.
- Collaborate with volunteer services and hospital ambassadors to support expanded coverage of the welcome desks to ensure HHS provides a warm greeting, expert guidance, and accurate information to patients and families.
- Coordinates and partners with other departments facility-wide to facilitate patient and visitor needs as necessary (i.e., clinical departments, security, interpreter services, transportation).
- Operate electronic resources such as phones, pagers, vocera, and computers and needed programs (EPIC, the internet/intranet and Microsoft Office, etc.) to complete required work and assist patients and families.
- Processing of 20/20 parking vouchers for extended inpatient families.
- Responds to inquiries of customers from incoming calls and correspondence to answer questions and/or resolve problems.
- Exhibits excellent verbal communication.
- Performs routine office tasks and/or projects necessary for Patient Experience Services as needed by the supervisor.
- Functions as a hospital resource for patient/visitor questions concerning HHS services.
- May provide way-finding assistance for all HHS patients/visitors by escorting them to desired destination.
- Maintains up-to-date and accurate resources (internal/external) applicable to patient information.
- Partners with departments and staff to provide information and facilitate connections for internal and external customers.
- Emergency response for events impacting lobbies where Information Desks are located.
- Supports Security enhancements and responses in common areas.
- High school diploma.
- One (1) year of office customer service experience.
- Heavy telephone and customer interaction experience.
Please note that this is a casual role with no guaranteed hours or benefits. If you are a motivated and customer-focused individual looking to make a difference in the lives of our patients and families, we encourage you to apply.
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