Welcome Services Representative

Welcome Services Representative

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County. Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

Department: Welcome Services

FTE: 0.60 (48 hours per pay period)

Shift(s): Day/Evenings and Every Other Weekend

Shift Length: 8 hours

Location: In-Person

Purpose of this position: Using excellent customer service skills, works independently and as a team to welcome and assist patients, families, and visitors entering the medical center. Provides accurate and timely information in person or over the phone to patients and family/visitors and staff. Requires considerable knowledge, experience, judgment, emotional intelligence, and ability to problem solve and communicate effectively with patients, visitors, vendors, and staff. Being the first and last point of contact, helps create an atmosphere in the medical center that is efficient, calm, caring, and supportive of the Centered Around You guiding principles for patient-family-centered care

Responsibilities:

• Provides accurate and timely information in person or over the phone to patients, families, visitors, and staff
• Conducts COVID Screening at all Information Desks across the downtown campus
• Requests all visitors wear the proper PPE while on downtown campus
• Ensures PPE is readily available at all public entrances where Info Desks are located
• ED & Inpatient visitor processing in accordance to the visitor policy guidelines
• Facilitates arrival of compassionate care visitation
• Facilitates arrival of families for patient care conferences
• In a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon demand
• Collaborates with volunteer services and hospital ambassadors to support expanded coverage of the welcome desks to ensure HHS provides a warm greeting, expert guidance, and accurate information to patients and families
• Coordinates and partners with other departments facility-wide to facilitate patient and visitor needs as necessary (i.e., clinical departments, security, interpreter services, transportation)
• Operates electronic resources such as phones, pagers, vocera, and computers and needed programs (EPIC, the internet/intranet and Microsoft Office, etc.) to complete required work and assist patients and families
• Processing of 20/20 parking vouchers for extended inpatient families
• Responds to inquiries of customers from incoming calls and correspondence to answer questions and/or resolve problems
• Exhibits excellent verbal communication
• Performs routine office tasks and/or projects necessary for Patient Experience Services as needed by the supervisor
• Functions as a hospital resource for patient/visitor questions concerning HHS services
• May provide way-finding assistance for all HHS patients/visitors by escorting them to desired destination
• Maintains up-to-date and accurate resources (internal/external) applicable to patient information
• Partners with departments and staff to provide information and facilitate connections for internal and external customers
• Emergency response for events impacting lobbies where Information Desks are located
• Supports Security enhancements and responses in common areas

Qualifications:

Minimum Qualifications:

• High school diploma
• One (1) year of office customer service experience Heavy telephone and customer interaction experience -OR- Six (6) months of above experience plus completion of an approved business or technical school program

Preferred Qualifications:

• Three (3) years of clerical experience including one year of experience appropriate to customer service and/or healthcare or human services
• Previous experience working in a health care setting
• Fluency in additional language(s) besides English

Knowledge/ Skills/ Abilities:

• Proficiency with computers and commonly used programs (Microsoft Office, internet/intranet, etc.)
• Fluent in reading, writing, and speaking English
• Compassionate and dependable
• Excellent verbal communication skills
• Ability to relate well with people of various backgrounds and at all levels of the organization
• Excellent organizational skills
• Commitment to delivering excellent customer service