Location: Hartford,CT, USA
Under general supervision, coordinates and performs a variety of administrative and operational support
duties at a visitor information desk located in one of the hospital lobbies to help ensure a welcoming, safe
and secure environment in the lobby. In accordance with HIPAA and CCMC policy, greets, registers and
provides visitors with information and directions; answers telephone and directs calls; utilizes judgment to
provide quality customer service to interpret policy, answer inquiries and/or to resolve routine to complex
issues. Collaborates with security staff to assure an orderly and safe environment and actively participates in
emergency preparedness drills/responses. Utilizes various computer applications to retrieve information, and
may prepare various documents, correspondence & reports; establish and maintain information desk filing
* VISITOR ACCESS - Following established protocols, greets and screens visitors, determines needs, registers.
visitors and issues ID badges, provides directions and/or assists visitors with way finding; accepts, screens &
routes telephones calls.
* CUSTOMER SERVICE - Answers inquiries, interprets hospital policies and procedures to visitors, staff and
volunteers with respect and consideration; provides forms/information or resolves problems concerning.
activities and/or operations of information desk; follows through, as required, to meet needs of customers.
* LOBBY ENVIRONMENT - Actively contributes to the provision of a safe and caring environment to enhance.
patient, family and visitor satisfaction. Creates and maintains an atmosphere of warmth, personal interest.
and positive concern as well as a calm environment in hospital lobby. Develops recommendations and
actively contributes to quality improvements in lobby environment and procedures.
* SECURITY/EMERGENCY PREPAREDNESS - Collaborates with security personnel to ensure an orderly and
safe environment. Notifies Security and appropriate Leadership of any issues related to safety or visitor.
compliance with CCMC policy. Actively participates in emergency preparedness drills/responses.
ADMINISTRATIVE SUPPORT - Compiles and maintains logs, statistics or data pertaining to departmental.
operations. Performs a variety of assignments utilizing personal computer to retrieve information, register.
visitors, and issue visitor ID's; as assigned, may prepare routine to complex documents or correspondence.
EMPLOYMENT APPLICATIONS - Follows established procedures regarding employment application.
process: provides routine information and/or directs applicants to Human Resources.
may create forms, flyers, or templates. Establishes and maintains information desk records, and filing.
systems.
* May be requested to provide instruction, training or to assist volunteers or other staff in information desk.
activities and processes. As assigned, actively participates in and contributes to departmental/organization wide committees.
* Demonstrates knowledge of the age-related differences and needs of patients in appropriate, specific.
populations from neonate through adolescence and applies them to practice. Demonstrates cultural.
sensitivity in all interactions with patients, families and visitors.
* Demonstrates support for the mission, values and goals of the organization through behaviors that are
consistent with the CCMC STANDARDS.
Education and/or Experience Required:
* Education Required: Minimum of 3 to 5 years high volume customer service experiences directly related to the duties and responsibilities specified, or equivalent; with experience High school diploma or GED required.
* Experience Required: Experience with Microsoft Windows operating system; Intermediate to Advanced skills in Microsoft Word and Excel; and basic database management experience (Microsoft Access).
Education and/or Experience Preferred:
* Education Preferred: Associate's degree or administrative certificate preferred handling multiple line telephones.
* Experience Preferred: Experience with visitor records application (e.g. Easy Lobby) is preferred.
Knowledge, Skills and Abilities:
Knowledge:
* Strong working knowledge of departmental and organizational policies and procedures.
Skills:
* Good listening, excellent communications and interpersonal skills in order to effectively greet and assist
visitors and respond to their needs in a timely, pleasant and friendly manner both verbally and in writing.
* Intermediate to Advanced skills in Microsoft Windows operating systems, word processing (Microsoft Word),
and spreadsheet (Microsoft Excel) applications. Basic database management skills including ability to utilize
database applications, perform basic queries and print reports.
* Basic skill using patient admission/discharge/transfer application (e.g., Siemens-SMS); working knowledge of
visitor registration system (e.g. Easy Lobby).
* Skill in use of operating basic office equipment (e.g. copier, fax, calculator, multi-featured telephone)
* Bilingual in English/Spanish preferred
Ability to:
* Interact with people with a variety of diverse backgrounds (e.g. ethnicity, religious affiliation, national origin,
age, etc.)
* Maintain a pleasant and professional demeanor when dealing in a high volume, fast paced environment.
and the ability to adapt to emotionally stressful circumstances.
* Work in a team environment with an orientation to provide outstanding customer service.
* Understand and apply knowledge of department/organizational policies and procedures to resolve routine to
complex problems
* Focus on customer needs and follow through to meet needs.
* Handle multiple tasks simultaneously; effectively organize and manage time.
* Prioritize duties regarding patient, family and visitor needs and maintain traffic flow in the lobby area; and to
make administrative/procedural decisions and judgments.
* Create, compose and edit written materials.