Information Desk Specialist - Patient Relations/Info Desk

				Overview:

The Information Desk Clerk works under the supervision of the Manager of Patient & Family Relations, and is responsible for greeting visitors, responding to their inquires/problems and directing the visitors to requested locations; issuing visitor badges; responding to phone inquiries; working with volunteers; communicating with nursing floor supervisors for special patient directions; orient new staff and volunteers.

Schedule: Part-time, Monday-Friday (8:00am-1:00pm)

Location: Central Campus
Responsibilities:

1. Greets visitors in a professional manner and directs them to requested locations.

2. Issues visitors badges after determining visitors meet age requirements, visitor guidelines, restrictions, and Guest Code verification.

3. Responds to visitor inquiries by phone and in person regarding patients locations and visiting hours; clinic appointments; hospital policies. Obtains majority of information from Epic.

4. Receives, records, and coordinates delivery of phone messages for patients and/or parents.

5. Responds to problems associated with patients, visitors, the public, and news media, and works closely with appropriate departments to refer or resolve problems. Refers sensitive or complex problems to Program Manager for resolution.

6. Receives and logs in flowers, balloons, and other gifts for patients or staff and coordinates delivery. Receives, logs in and notifies departments of delivery of items and small packages. Receives and notifies the Volunteer Program of donations of toys, games, etc. 

7. Assists with training of new staff and volunteers.

8. Issues parking tokens to clergy.

9. Provides insurance companies with information regarding discharge dates.

10. Inventories and restocks Information Desk supplies and materials and communicates shortages to Information Desk Coordinator.

11. Secures Information Desk equipment, supplies and confidential materials.

12. Receives calls and takes messages for Volunteer Services staff members when they are unavailable.

13. Serves as customer service representative for Children?s Hospital.

14. Anticipates possible emergency or crisis situations; directs and performs efficiently, using sound judgment.

Qualifications:

KNOWLEDGE , SKILLS AND ABILITIES REQUIRED

* High school diploma and two years experience in a customer service setting. Must possess general office skills in order to maintain logs, utilize computer terminal and effectively direct visitors and volunteers.
* Requires good listening and excellent interpersonal skills in order to effectively greet and assist visitors and respond to their needs in a pleasant and friendly manner.
* Requires ability to prioritize duties regarding patients?, parents? and visitors? needs and maintain traffic flow in the lobby area.
* Demonstrate attention to detail and have good teamwork skills. 
* Knowledge of standard office equipment and medical terminology.
*  Ability to type 35 words per minute.
* Orientation time requires six months experience in order to learn department procedures and become familiar with hospital personnel to efficiently forward calls and answer routine hospital questions.
* Ability to handle stressful situations while remaining composed.
* Ability to maintain confidential information.
* Enjoys working with the public and possesses a friendly, helpful attitude.

 The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

EOE/M/F/Disability/Vet
			

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