Responsible for providing comprehensive information services and assistance to patients, parents and visitors who access the Hospital directly . Assist in providing work direction to Volunteer staff at Welcome Desk. Minimum Education

High School Diploma or GED (Required)

Minimum Work Experience

2 years At least 2 to 3 years of related experience in customer service.

(Required)

1 year Experience in a hospital industry or comparable experience in a hospital volunteer services program. (Preferred)

Required Skills/Knowledge

Must possess the ability to resolve problems and respond to complaints in a positive, productive manner.

Must be able to work amid constant distraction and deal courteously and effectively with several requests simultaneously .

Ability to speak Spanish desirable.

Functional Accountabilities

Customer Service

* Act as a liaison between patients, parents, staff, volunteers, visitors and the hospital.

* Demonstrate, as a high priority, to place and serve internal and external customers in a timely , courteous manner .

* Follow up until needs of the customer are met.

* Process and record cab requests; communicate with staff and family in regard to the timeliness of cabs.

* Interpret hospital policies and procedures to volunteers, staff and visitors with respect and consideration.

* Create and maintain an atmosphere of warmth, personal interest and positive concern as well as a calm environment in the atrium.

Safety

* Speak up when team members appear to exhibit unsafe behavior or performance

* Continuously validate and verify information needed for decision making or documentation

* Stop in the face of uncertainty and takes time to resolve the situation

* Demonstrate accurate, clear and timely verbal and written communication

* Actively promote safety for patients, families, visitors and co-workers

* Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities

Coordination of Welcome Desk

* Coordinate activities of volunteers assigned to the welcome desk, provide work instruction as necessary; assist in evaluating the work performance of the assigned volunteers.

* Receive and distribute patient gifts and department packages.

* Strive to maintain a clean and organized environment at the welcome desk.

* Maintain office supplies, equipment and reference manuals.

Organizational Commitment/Identification

* Partner in the mission and upholds the core principles of the organization

* Committed to diversity and recognizes value of cultural ethnic differences

* Demonstrate personal and professional integrity

* Maintain confidentiality at all times

Customer Service

* Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

* Demonstrate collaborative and respectful behavior

* Partner with all team members to achieve goals

* Receptive to others' ideas and opinions

Performance Improvement/Problem-solving

* Contribute to a positive work environment

* Demonstrate flexibility and willingness to change

* Identify opportunities to improve clinical and administrative processes

* Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

* Use resources efficiently

* Search for less costly ways of doing things

Organizational Accountabilities (Staff)

Organizational Commitment/Identification

Teamwork/Communication

Performance Improvement/Problem-solving

Cost Management/Financial Responsibility

Safety