Provides assistance to patients, families, staff, and external agencies in a welcoming, professional, and timely manner. Anticipates the need for support by demonstrating positive guest service characteristics. Approaches visitors who look lost and offer assistance. Identifies needs of patients, families, and colleagues and provides services that satisfy and exceed expectations. Remains up to date with changes in hospital in terms of clinic locations, daily events, and changes in policies and procedure. Communicates these updates clearly and positively to families and staff. Escorts families, patients, and all guests to specific locations. Delivers meal cards to families through Guest Services. Remains positive when determining the causes of problems and negative situations. Look up itineraries in Epic to assist patients and families. Distribute of bus passes on behalf of the organization. Perform non-routine functions.
Investigates and resolves guests' requests, questions, and problems. Answers questions by applying knowledge of the assigned function and adhering to CCHMC's policies and procedures.
Respect the right of parents/guardians and adult patients to identify who may and may not visit by communicating visitor policy and enforcing their preference of approved and unapproved visitors. Provide badging and access that is specific to their needs.
Work collaboratively to efficiently handle call volume/queue. Demonstrate basic knowledge of systems, logging in and out and transfer/conference etiquette.
Communicate in a clear and concise manner in every medium. Adapt communication style and tone to fit situations and audience.
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
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
Knowledge of, and the ability to operate, standard office equipment such as computers, telephones, copiers, etc.
Meticulously keeping track of details without becoming overwhelmed by them; being exacting, precise, and accurate; spotting minor imperfections or errors and taking action to correct them
·Independence and Teamwork
Ability to work autonomously, with independent judgment, as well as in a collaborative team environment.
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment
Ability to independently work through details of a problem to reach a positive solution
Excellent verbal, written and/or interpersonal communication skills
Working knowledge of medical terminology preferred