Visitor Relations

About the Role

Under the general supervision of the Ambulatory Patient Access Manager, this position is responsible for providing greeting, navigation, and guest relations in the Central Check-In area of Huggins Hospital.

Responsibilities

• Maintain a safe and supportive environment:
  • Uphold visitation and other applicable policies, procedures, guidelines, and restrictions of the hospital while being respectful and courte to our diverse audience.
  • Assist patients and visitors into wheelchairs, as needed, and proactively transport patients who need assistance navigating throughout the organization. Proactively interact with other departments to assist in patient transport from entry to destination and back when multiple needs arise.
  • Maintain emergency preparedness operations plans and safely guide visitors during an emergency.
  • Coordinate with other departments and participate as needed to provide a safe and comfortable environment that meets the needs of the patients, families, and visitors.
  • Monitor the immediate environment and report any suspicious activity to security.
• Perform Visitor Relations in the Lobby of Huggins Hospital:
  • Represent the hospital to all audiences and provide guest relations in a way that promotes the hospital’s values and shows patients and visitors that they are welcome.
  • Assure an organized and safe environment for patients, families, and visitors with the highest standard of customer service. Resolve customer service concerns and elevate the concern to the appropriate department or resource as needed.
  • Offer assistance for way-finding, parking, deliveries, and other requested information regarding hospital and community services for patients, family, and visitors.
• Organizational Expectations:
  • Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift.
  • HIPAA: Facilitates maintaining patient confidentiality.
  • Internal communication: Contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect.
  • Interpersonal relationships: Maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.
  • Safety: Practices workplace safety daily.
  • Employee Engagement:
    • Actively participates in all hospital Service Excellence initiatives and trainings.
    • Attends and participates in a minimum of 50% of department staff meetings and signs off on review of 100% of department staff meeting minutes.
    • Completes all required annual education on or before the due date.

Requirements

• Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without reasonable accommodation, using some combination of skills and abilities.
• Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers.
• Ability to effectively manage considerable mental stress.
• Ability to express or exchange ideas by means of the spoken word.
• Ability to receive detailed information through oral communication.
• Ability to communicate effectively with co-workers and convey information in a clear, concise, and accurate manner.
• Familiarity with computer and other business machines.

Qualifications

• Experience working with the public.
• Excellent communication skills and strong customer service skills.
• Experience in healthcare is preferred.
• Experience with front desk and greeter operations desired.