Hybrid Check In Service Associate bei San Juan Regional Medical Center

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.