Location: Washington,DC, USA
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 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