Information Desk Representative

Summary

Under the general supervision and according to established procedures, warmly welcomes visitors, provides accurate directions, responds to telephone inquiries, and accesses computer for patient information.

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.
• Preserve confidentiality of patient information.
• Operate computer to access department records indicating patients’ and visitors’ status, location, and phone extension.
• 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.

Minimum 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.

Work Environment and Physical Requirements

Exposed to normal patient care environment with frequent standing, walking, and sitting.

Independent Action

Performs independently within department policies and practices. Refers specific complex problems to supervisor where clarification of departmental policies and procedures may be required.

Supervisory Responsibility

None.

Pay Range

$19.75-$20.15

Location

Rhode Island Hospital - 593 Eddy Street Providence, Rhode Island 02903

Work Type

Sunday through Saturday every other weekend as needed. 7am to 7:30pm 12 hour shifts

Work Shift

Day

Driving Required

No

Union

International Brotherhood Teamsters