Address
Form of work
SalaryLove what you do; Love where you live
The Check-In Service Associate is integral in providing a strong first impression of the hospital by offering exceptional customer service and assistance. The Check-In Service Associate also effectively trains and supervises our Information Desk volunteers, as we provide a rewarding experience and help develop potential career paths. Required Behaviors:
- As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization: Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability, and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission.
Required Qualifications:
- Maintain a professional appearance and demeanor
- Excellent customer service skills
- Team Player
- Great with people
- Comfortable providing health screenings for our customers (as needed)
- Highly motivated
- Effective communication
- High School Diploma or higher
- Computer experience
- Always maintain confidentiality with patients, co-workers, volunteers, and visitors
- Possesses and demonstrates patience and tolerance
Preferred Qualifications:
- Self-motivated
- Detail oriented
- Excellent problem solver
- Experience in a healthcare setting
- Supervisory/Leadership experience
- Instructor/Trainer experience
Duties and Responsibilities:
CUSTOMER SERVICE:
- Greets every person who enters the hospital while delivering exceptional service with every encounter
- Meets and exceeds customer needs/expectations at every opportunity
- Assists customers in getting to their destinations at every opportunity
- Possesses knowledge of locations and services within the hospital and our campus to escort and properly direct customers
- Supports hospital initiatives and embrace change
- Assists with training, mentoring, and supervision of other staff at the Information desk (including volunteers)
- Diffuses difficult situations while meeting customer needs
- Handles difficult situations carefully using active listening and critical thinking; to resolve situations with the best possible outcome
SAFETY:
- Ensures safety and security for self, volunteers, visitors, and patients with the check in process
- Issues the appropriate visitation or procedure tags to every person who enters
- Conducts Health Screening of each person entering the hospital (should the need arise)
- Uses Infection Control procedures and maintains a clean work environment
PROCESSES:
- Thoroughly completes the daily Opening and Closing Checklist
- Accurately records items brought in to be delivered and/or donated; verifies the person is here before drop-off person leaves (such as florist) and completes the delivery log while ensuring correct person receives item and we have record of them receiving item(s)
- All paperwork is processed accurately and utilizes date, time, and location as needed (i.e., patient envelopes, paperwork, etc.) so that we can follow-up
- Assist with other projects as needed, as directed by Volunteer Services Manager, and/or the Volunteer Coordinator
- Stays current on all communication within our department and organization by reading all emails in a timely manner
- Take time to check the intranet for relevant information, along with verifying all assignments are current
- Always maintains confidentiality and privacy
- Understands and maintains boundaries with volunteers
- Participates in ongoing education among peers and utilizes education funds to improve skills and opportunities
OVERSEEING VOLUNTEERS AT THE INFORMATION DESK:
Training Volunteers:
- Verifies current training status of volunteers who are on duty each day and assists in advancing/completing the training during their shift (everyone’s responsibility)
- Uses Information Desk Training Checklist while completing timeline as outlined
- Ensures wheelchair training is completed within set timeframe; restricting volunteers from operating a wheelchair until they receive full training and certification
- Completes ALL wheelchair education utilizing the following tools: Wheelchair Instructions, Training Outline and Wheelchair Tour
- Properly instructs and demonstrates procedure for delivering personal belongings and deliveries for patients and staff
- Models excellent customer service skills to ensure that volunteers will do the same
Supervising Volunteers:
- Monitors volunteer schedule and follows-up with phone call if volunteer does not arrive for shift
- Communicates concerns regarding volunteers to coordinator or manager
- Assigns tasks from Daily Task List or other projects to ensure volunteers are productive
- Identifies opportunities for volunteer engagement as needed
- Hold volunteers accountable for their actions, activities, whereabouts, etc.
- Keep volunteers engaged and redirect as needed
- Continuous training and reinforcement such as service, telephone etiquette, documentation, etc.
OTHER DUTIES:
- Other duties as assigned
- Each employee is responsible for implementing SJRMC’s Service Standards into their daily work:
Safety, Courtesy, Effectiveness, and Stewardship
Physical Demands and Environmental Work Conditions:
- Be aware of surroundings to offer outstanding service and focus on safety
- May encounter prolonged sitting
- Extensive amount of standing
- Transport patients and visitors
- Ability to lift a minimum of fifteen (15) pounds
- Ability to walk significant distances each day
- Ability to work in a high traffic area and deal with noise and frequent interruptions
- Wear a mask for prolonged periods (as needed)
- Variable temperature changes in work area, dependent on weather, traffic, etc.
