Jobs

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

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

    2 weeks ago

    Default job background
    Full time
    Description
    POSITION SUMMARY

    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
    At least 2 to 3 years of related experience in customer service. (Required)
    1 year of 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 is 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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