Participate in improving organizational performance by recommending areas or approaches for improvement activities, performing new procedures, collecting data and providing input to department discussions.
Provide or arrange for services to CCHMC guests, including but not limited to transportation, accommodations, activities within the local area, dining and shopping to serve the individual needs of patients, families, and visitors. Make proactive contact with families to assess and address their needs prior to their arrival. Develop and carry out various methods of contacting families regarding their visit to CCHMC. Monitor the arrival of out-of-town guests to ensure patients and families reach their internal destination with care providers. Intake family concerns regarding their visit to Cincinnati pertaining to housing, transportation, area attractions, and other non-clinical events and then delegate appropriate resolution or direct to appropriate staff or outside vendor. Check in with families to reassess their needs, researching and resolving any problems or requests. Coordinate lodging/transportation for international families in collaboration with Global Health and Interpreter Services; having the utmost understanding and respect for all different cultures.
·Internal and External Resource and Relationship Management
Serve as a conduit to all hospital resources. Stay current with organizational changes such as clinic locations, daily events, and changes in policies and procedures and communicate these updates clearly and positively to families and staff. Develop an awareness of local, regional, national and international resources. Maintain strong working relationships with external businesses and community organizations to which patients and or families are referred. Collaborate with MPS and Disaster Management to create and implement plan for hospital inclement weather lodging needs and requests for employees and staff. Manage Patient Shuttle in collaboration with Transportation.
Maintain good standing relationships with external establishments to provide non-clinical support services for all families. Reach out into the community to forge new relationships with other organizations to benefit families. Use social media and internal resources o market services toward target audiences. Manage Facebook and or social media page for Guest Services. Provide families with welcome and changes to information via social media and email.
·Project and Program Development and Implementation
Assist in the planning, implementation, and coordination of events and programs for patients and families. Ensure safety, security and infection control guidelines are followed. Provide point of sale education and maintain daily operations of the Safety Resource Center. Collaborate with Leadership on special projects, conferences, educational programs, and committees as needed and requested. Participate in company-wide initiatives/projects/committees. Provide recommendations and facilitate the use of technology to enhance patient and CCHMC experience and improve marketing.
Serve as the first line of contact and resource to patients, families and staff utilizing the Family Resource Center. Answer, screen and direct phone calls, in-person, WEB and or email requests from parents, family members and professionals. Capture accurate information from parents and professionals to effectively process and or triage requests to appropriate CCHMC support services. Work collaboratively to handle all volume efficiently (in-person, phone and email requests). Demonstrate basic knowledge of systems, including phone, computer, industry specific standard systems, MyChart. Provide follow up as necessary. Ensure each family is served with respect and dignity; actively listen to the concerns expressed by staff and families and work to diffuse conflict. Provide customer service recovery in collaboration with Family Relations, Social Services, Hospital Leadership, Global Health, and other divisions.
Manage and document requests for information (inquiries) from families and CCHMC staff. Demonstrate critical and innovative thinking to create solutions to resolve inquiries. Maintain data for daily and or upcoming appointments for patients and room eligibility for Ronald McDonald House. Assist with reporting of department statistics and trends.
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
Flexibility in work hours to address the needs of families during non-business hours
Obtain relevant and sufficient information to refer or fulfill a service request; evaluating available alternatives and using sound thought processes and relevant experience to make the optimal choice in a timely manner.
Exemplary verbal, written and interpersonal communication skills. Impeccable phone etiquette. Maintains composure and professionalism in high-stress situations
Proficiency in basic computer applications such as Microsoft Office, e-mail and internet. Ability to multi-task between many different computer systems with efficiency and precision
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment. Exceptional organizational skills required in order to coordinate/maintain multiple tasks
Ability to problem-solve by working independently and creatively. Ability to work collaboratively with other CCHMC departments, departmental teams and external partners
·Attention to detail
Meticulously keeping track of families travel details without becoming overwhelmed by them; being exact, precise, and accurate; spotting minor imperfections/errors and taking action to correct them - learning to anticipate issues and prevent them before they occur - being proactive
·Empathy and Stress Management
Listen to concerns of families and staff and delegate appropriate resolution handling stressful situations, families expressing stress and frustration, helping families ease their stress.
Ability to create and present training material