Job Description

Min

USD $16.00/Hr.

Max

USD $23.64/Hr.

Overview

Shift: 10:30 am-7:00 pm

Provides concise updated communication to family members in the surgery waiting room. Provides information regarding directions and location of specific services. Proactively works to resolve all questions concerns and assistance needs to the customers best interest. Embodies the Memorial Health System Performance Excellence Standards of Safety Courtesy Quality and Efficiency that support our mission vision and values.

Qualifications

Education:

High-school diploma required.

Licensure/Certification/Registry:

CPR certification required to be obtained within 30 days of job placement.

Experience:

Two years demonstrated experience in customer service business office environment healthcare-related office or a communications center preferred.

Other Knowledge/Skills/Abilities:

Computer skills that include Email Internet Microsoft Office and the computer background to learn new programs based on the needs of the department.

Demonstrates excellent customer service skills and communication skills (in person in writing and via phone) maintaining a positive attitude and providing emotional support.

Ability to read understand and follow oral and written instructions.

Responsibilities

1. Performs waiting room duties according to established procedures and specific instructions of supervisor:

• Checks in the family members of patients for notification of progress updates.
• Serves as a resource and guide for the family members of patients in the waiting room.
• Proactively monitors customer satisfaction and addresses any issues or complaints with appropriate personnel/supervisor.
• Reports any maintenance or housekeeping issues to Environmental Services.

1. Interacts with a variety of hospital personnel patients and visitors in a manner that enhances delivery of patient care and promotes positive relationships:

• Performs hourly rounding.
• Performs duties as a team member integrating activities with those of fellow employees & physicians.
• Welcomes and directs visitors courteously.
• Answers telephone promptly and identifies unit self and job title. Places phone calls upon request.
• Uses paging system for physicians anesthesiologists and other personnel.
• Behaves in accordance with hospital guest-relations programs goals and MMC Statement of Values.
• Maintains confidentiality of patients and their families.

1. Processes and communicates information accurately and clearly according to established procedure:

• Identifies and sets priorities for received information.

• Operates hospital computer terminals correctly.
• Operates multi-line phone and several phones efficiently and effectively.

• Operates and maintains normal office machines with care and efficiency.

1. Requisitions services and maintains supplies and equipment for unit according to need and cost-containment objectives including placing supplies in proper location and maintaining adequate supplies of required OR forms.

1. Embodies the Memorial Health System Performance Excellence Standards of Safety Courtesy Quality and Efficiency that support our mission vision and values:

• SAFETY : Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.
• COURTESY : Serve Others - I treat others with dignity and respect. I project a professional image and positive attitude.
• QUALITY : Improve Outcomes - I continually advance my knowledge skills and performance. I work with others to achieve superior results.
• EFFICIENCY : Reduce Waste - I use time and resources wisely. I prevent defects and delays.

1. Assists in promoting efficient functioning of the unit in the interest of patient care.

• Complies with hospital and departmental policies procedures and behavioral expectations.
• Follows designated lines of communication and authority in department.
• Assists with maintaining a neat and professional environment.
• Assists in on-the-job instruction to new trainees.
• Attends 65 percent or a minimum of 6 unit-staff meetings per year whichever number is greater. Seeks excused absence from supervisor when needed.
• Meets punctuality and attendance expectations.
• Consistently utilizes time and resources effectively and efficiently.
• Cooperates with all members of the health care team.
• Maintains personal cleanliness and appearance.
• Accepts responsibility for accurate and timely completion of tasks as assigned.

1. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.

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