Jobs

    Welcome Desk Representative - Washington, United States - Children's National Hospital

    Children's National Hospital
    Children's National Hospital Washington, United States

    5 days ago

    Default job background
    Description

    Responsible for providing comprehensive information services and assistance to patients, parents and visitors who access the Hospital directly . Assist in providing work direction to Volunteer staff at Welcome Desk.

    Qualifications:
    Minimum Education
    High School Diploma or GED (Required)

    Minimum Work Experience
    2 years At least 2 to 3 years of related experience in customer service.
    (Required)
    1 year Experience in a hospital industry or comparable experience in a hospital volunteer services program. (Preferred)

    Required Skills/Knowledge
    Must possess the ability to resolve problems and respond to complaints in a positive, productive manner.
    Must be able to work amid constant distraction and deal courteously and effectively with several requests simultaneously .
    Ability to speak Spanish desirable.

    Functional Accountabilities
    Customer Service

    • Act as a liaison between patients, parents, staff, volunteers, visitors and the hospital.
    • Demonstrate, as a high priority, to place and serve internal and external customers in a timely , courteous manner .
    • Follow up until needs of the customer are met.
    • Process and record cab requests; communicate with staff and family in regard to the timeliness of cabs.
    • Interpret hospital policies and procedures to volunteers, staff and visitors with respect and consideration.
    • Create and maintain an atmosphere of warmth, personal interest and positive concern as well as a calm environment in the atrium.
    Safety
    • Speak up when team members appear to exhibit unsafe behavior or performance
    • Continuously validate and verify information needed for decision making or documentation
    • Stop in the face of uncertainty and takes time to resolve the situation
    • Demonstrate accurate, clear and timely verbal and written communication
    • Actively promote safety for patients, families, visitors and co-workers
    • Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
    Organizational Accountabilities
    Coordination of Welcome Desk
    • Coordinate activities of volunteers assigned to the welcome desk, provide work instruction as necessary; assist in evaluating the work performance of the assigned volunteers.
    • Receive and distribute patient gifts and department packages.
    • Strive to maintain a clean and organized environment at the welcome desk.
    • Maintain office supplies, equipment and reference manuals.
    Organizational Commitment/Identification
    • Partner in the mission and upholds the core principles of the organization
    • Committed to diversity and recognizes value of cultural ethnic differences
    • Demonstrate personal and professional integrity
    • Maintain confidentiality at all times
    Customer Service
    • Anticipate and responds to customer needs; follows up until needs are met
    Teamwork/Communication
    • Demonstrate collaborative and respectful behavior
    • Partner with all team members to achieve goals
    • Receptive to others' ideas and opinions
    Performance Improvement/Problem-solving
    • Contribute to a positive work environment
    • Demonstrate flexibility and willingness to change
    • Identify opportunities to improve clinical and administrative processes
    • Make appropriate decisions, using sound judgment
    Cost Management/Financial Responsibility
    • Use resources efficiently
    • Search for less costly ways of doing things
    Organizational Accountabilities (Staff)
    Organizational Commitment/Identification
    Teamwork/Communication
    Performance Improvement/Problem-solving
    Cost Management/Financial Responsibility
    Safety
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