Customer Service Associate

2 weeks ago

Poughkeepsie, New York, United States Vassar Brothers Medical Center Full time
Position at Vassar Brothers Medical Center

Overview:
Demonstrates exemplary standards of hospitality and service to all internal and external stakeholders. Welcomes and guides visitors, residents, and their families to their designated locations, serving as a valuable resource for information and assistance. Consistently delivers outstanding customer service in every interaction. Monitors the main entrance to ensure the safety of residents. Ensures that all visitors complete the sign-in/out log. Performs clerical tasks as assigned.

Key Responsibilities:
  • Warmly greets all guests entering the lobby, showcasing excellent guest relations skills and a friendly, approachable demeanor in every interaction.
  • Assists guests in locating resident information in compliance with established policies and procedures (e.g., HIPAA, security protocols).
  • Proactively aids guests in acquiring wheelchairs, providing general assistance, or accompanying them to their destinations as necessary.
  • Takes initiative to maintain a safe and welcoming environment within the facility and its immediate surroundings.
  • Alerts security to any suspicious individuals or behaviors, accidents, or situations that may pose a risk of damage or injury.
  • Offers direction or assistance to individuals in the lobby to ensure their safety and the safety of others.
  • Collaborates closely with staff to support families during emotionally charged situations.
  • Addresses complaints in real-time within the department, directing issues to the appropriate personnel and assisting in conflict resolution as an intermediary between patients/residents, families, and staff.
  • Provides concierge services to patients/residents and visitors as appropriate.
  • Offers assistance with guest concerns by maintaining knowledge of available resources and service recovery procedures.
  • Maintains familiarity with all system-wide services to assist guests effectively.
  • Provides information regarding local accommodations, travel options, dining establishments, directions, etc.
  • Exhibits a caring and courteous attitude, representing the organization positively to all individuals mentioned above.
  • Fosters and contributes positively to relationships within and between departments.
  • Maintains confidentiality regarding employee and departmental information without any infractions.
  • Promotes a safe and efficient working environment by adhering to organizational and departmental policies and procedures.
  • Complies with Infection Control and Quality Assurance Policies and Procedures at all times.
  • Ensures the work area(s) are maintained according to departmental standards consistently.
  • Adheres to all safety regulations, reporting any discrepancies to the supervisor immediately.
  • Participates actively in all required in-service training sessions.
  • Reports all incidents, irregularities, unsafe conditions, equipment issues, and unusual occurrences to the supervisor promptly.
  • Monitors residents to ensure that those at high risk for elopement do not leave the facility.
  • Observes residents who are seated in front of the building.
  • Monitors residents via screens who are in the courtyard.
  • Performs clerical functions as assigned.
  • Other duties as assigned.
  • Answers the facility's main phone line and transfers calls appropriately.

Additional Information:

Working Conditions:
Manual:
Minimal manual skills/motor coordination and finger dexterity required.

Occupational:
Minimal potential for occupational risk.

Physical Effort:
Sedentary/light effort; may exert up to 10 lbs. of force.

Physical Environment:
Generally pleasant working conditions.

Company:
Vassar Brothers Medical Center

Department:
Information Desk

Exempt:
No

Salary Range:
$17-$20 Hourly - Based on experience.

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