Welcome Services Representative, Casual

Hennepin Healthcare•Minneapolis, MN

3d•Onsite

About The Position

We are currently seeking a Welcome Services Representative to join our team. This casual role will work on-site. This position will not have guaranteed hours or benefits. (The role requires broad weekly availability, including weekend coverage during the 10:00 a.m.–6:30 p.m. or 12:00 p.m.–8:30 p.m. shifts) Purpose of this position: Using excellent customer service skills, works independently and as a team to welcome and assist patients, families, and visitors entering the medical center. Provides accurate and timely information in person or over the phone to patients and family/visitors and staff. Requires considerable knowledge, experience, judgment, emotional intelligence, and ability to problem solve and communicate effectively with patients, visitors, vendors, and staff. Being the first and last point of contact, helps create an atmosphere in the medical center that is efficient, calm, caring, and supportive of the Centered Around You guiding principles for patient- family-centered care

Requirements

High school diploma
One (1) year of office customer service experience
Heavy telephone and customer interaction experience
Six (6) months of above experience plus completion of an approved business or technical school program
Proficiency with computers and commonly used programs (Microsoft Office, internet/intranet, etc.)
Fluent in reading, writing, and speaking English
Compassionate and dependable
Excellent verbal communication skills
Ability to relate well with people of various backgrounds and at all levels of the organization
Excellent organizational skills
Commitment to delivering excellent customer service

Nice To Haves

Three (3) years of clerical experience including one year of experience appropriate to customer service and/or healthcare or human services
Previous experience working in a health care setting
Fluency in additional language(s) besides English

Responsibilities

Provides accurate and timely information in person or over the phone to patients, families, visitors, and staff
Conducts COVID Screening at all Information Desks across the downtown campus
Requests all visitors wear the proper PPE while on downtown campus
Ensures PPE is readily available at all public entrances where Info Desks are located
ED & Inpatient visitor processing in accordance to the visitor policy guidelines
Facilitates arrival of compassionate care visitation
Facilitates arrival of families for patient care conferences
In a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon demand
Collaborates 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)
Operates 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