Information Desk Representative

Responsibilities

• Greets patients, guests, visitors, and provides accurate directions to all areas of the hospital complex.
• Responds to telephone requests for patient information.
• Preserves confidentiality of patient information.
• Ensure the desk is neat, presentable, and equipped with all the necessary supplies.
• Promptly answer incoming calls, redirect phone calls to the appropriate department and take down messages.
• Maintain clear and positive communication with team members inside and outside the department.
• Use conflict resolution and service recovery skills to appropriately interact with customers, as needed.
• Monitor, organize and forward emails.
• Issue courtesy coupons to clergy and other qualifying visitors/patients.
• Pay close attention to those who enter the lobby; work collaboratively with Security to be proactive of patient/visitor/guest safety.
• Anticipate the needs of others to ensure their seamless and positive experience.
• Performs a variety of routine administrative duties maintaining department records, confidential information on patients, location, and phone extension.
• Maintains limited number of operational statistics.
• Operates computer terminal to access computer records.

Qualifications

• BASIC SKILLS: Teamwork. Problem-solving. Time management. Critical thinking. Decision-making. Organizational. Stress management.
• BASIC KNOWLEDGE: High School Graduate required; associate degree preferred. Excellent interpersonal skills. Critical thinking and problem-solving skills. Computer competency. Some medical terminology helpful. Excellent telephone and customer service skills. Superb verbal communication skills. Patience and compassion. Excellent organizational and multi-tasking abilities. Multilingual preferred.
• EXPERIENCE: Two years job related experience.