Visitor Access Associate - 16hrs

About the role

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 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 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, and reports; establishes and maintains information desk filing.

Responsibilities

• Visitor Access: Following established protocols, greets and screens visitors, determines needs, registers visitors, and issues ID badges; provides directions and/or assists visitors with wayfinding; accepts, screens, and routes telephone calls.
• Customer Service: Answers inquiries, interprets hospital policies and procedures for visitors, staff, and volunteers with respect and consideration; provides forms/information or resolves problems concerning activities and/or operations of the information desk; follows through to meet customer needs.
• Lobby Environment: Actively contributes to providing 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 the 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 a personal computer to retrieve information, register visitors, and issue visitor IDs; may prepare routine to complex documents or correspondence. Establishes and maintains information desk records and filing systems.
• Employment Applications: Follows established procedures regarding the employment application process: provides routine information and/or directs applicants to Human Resources. May create forms, flyers, or templates.
• May be requested to provide instruction, training, or 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 age-related differences and needs of patients in 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 consistent with the CCMC STANDARDS.

Requirements

• Education Required: High school diploma or GED.
• Experience Required: Minimum of 3 to 5 years of high-volume customer service experience directly related to the duties and responsibilities specified, or equivalent. Experience with Microsoft Windows operating system; Intermediate to Advanced skills in Microsoft Word and Excel; basic database management experience (Microsoft Access).
• Education Preferred: Associate's degree or administrative certificate.
• Experience Preferred: Experience with visitor records application (e.g., Easy Lobby) and handling multiple-line telephones.

Skills

• Knowledge: Strong working knowledge of departmental and organizational policies and procedures.
• Skills:
  • Good listening, excellent communication, and interpersonal skills 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 the 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 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 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 those 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; make administrative/procedural decisions and judgments.
  • Create, compose, and edit written materials.

About Us

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity, and inclusion provide a welcoming and inspiring environment for our patients, families, and team members. At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.