Under general supervision of the Manager of Volunteer and Customer Services, and within hospital and department policies and procedures, greets, assists, and directs visitors, patients, and other callers/visitors to the hospital. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.
In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate
Maintains established department policies, procedures, objectives, quality assurance, safety, and environmental control. Proactively greets and assists all patients, visitors and vendors in a warm and welcoming manner, ensuring exceptional customer service. Conducts approved screening process with all, and assists and directs to various locations in the hospital and/or building; calls for an escort when necessary.
Uses technology to print out personalized patient/visitor labels and ensures all coming into the hospital have the appropriate badge. Acts as a liaison between patients, visitors and guests and any hospital department. Answers telephone and uses appropriate telephone techniques and proper identification.
Responsible for transferring calls to patient room, nursing stations or finding appropriate department. Provides clear directions and assistance to patients and visitors, including directions for parking, wheelchair assistance, and locations of telephones, rest rooms, and hospital departments. Provides room numbers of patients.
Operates computer terminal to retrieve patient room numbers/extensions, admissions, and discharges. Protects patient privacy for those who choose to be “restricted” from the patient directory. Accept packages from staff, physicians, etc. for pick up by internal/external customers; monitor the signing process on the Parcel Pickup Log; call the internal department to notify them of the delivery; require a signature when the parcel is picked up.
Verify the patient room numbers for floral delivery. Maintain awareness and oversight for activity in the main lobby. Preserves and protects confidentiality of information.
Attends in-service and educational programs. Attends and participates in-staff meetings. Assists in care and maintenance of department equipment and supplies.
Performs other related duties as required.
BASIC KNOWLEDGE: High School diploma or equivalent. Basic knowledge of computer keyboard. The position needs to have exceptional customer service skills, as well as the ability to multitask and deal with the public.
The person should be kind, empathetic, professional, responsible and willing to learn. Bilingual preferred.
Demonstrated ability to interact with patients, visitors, and all levels of hospital staff. Demonstrated interpersonal skills including empathy, compassion, warmth and kindness. Three to four months of related experience including on-the-job training to become familiar with the hospital campus, department services and procedures specific to areas served.
WORK ENVIRONMENT AND PHYSICAL
Requires standing, bending and sitting. Sufficient visual acuity and manual dexterity to use computer keyboard and other common office equipment. While most duties are performed in an office environment, incumbent is exposed to patient-care environment.
Any risk of exposure to contagious or noxious elements is minimized by adherence to safety procedures and protocols. INDEPENDENT ACTION: Incumbent functions independently within broad scope of department policies and practices. Generally, refers specific problems to supervisor, only where clarification of departmental policies and procedures may be required.
SUPERVISORY RESPONSIBILITY: None.
$18.00-$25.82 EEO Statement: Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment. Location: The Miriam Hospital - 164 Summit Ave Providence, Rhode Island 02906 Work Type: m-f 8:00am- 5:00pm Work
Day Daily Hours: 8 hours Driving Required: No