Information Desk Representative

SUMMARY: Under the general supervision and according to established procedures, warmly welcomes visitors, provides accurate directions, responds to telephone inquiries, and accesses computer for patient information. To be successful in this role, candidates should be professional, polite, and attentive while also being accurate and kind, even when a patron makes it difficult to be. They should always be prepared and responsive, willing to meet each challenge directly. A Patient Information Services employee must be comfortable with computers, general office tasks, and excel at both verbal and written communication. As a candidate for this position, you are ideally the one who represents the first point of contact with patrons and sets the tone for their visit at the hospital. Most importantly, candidates should have a genuine desire to meet the needs of others. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate RESPONSIBILITIES: PRINCIPLE DUTIES AND RESPONSIBILITIES: Greets patients, guests, visitors, and provides accurate directions to all areas of the hospital complex. Responds to telephone requests for patient information. Preserves confidentiality of patient information. 1. Greets patients, guests, visitors, and provides accurate directions to all areas of the hospital complex. Responds to telephone requests for patient information. Preserves confidentiality of patient information. 2. Ensure the desk is neat, presentable, and equipped with all the necessary supplies. 3. Promptly answer incoming calls, redirect phone calls to the appropriate department and take down messages. 4. Maintain clear and positive communication with team members inside and outside the department. 5. Use conflict resolution and service recovery skills to appropriately interact with customers, as needed. 6. Monitor, organize and forward emails. 7. Preserve confidentiality of patient information. 8. Operate computer to access department records indicating patients' and visitors' status, location, and phone extension. 9. Issue courtesy coupons to clergy and other qualifying visitors/patients. 10. Pay close attention to those who enter the lobby; work collaboratively with Security to be proactive of patient/visitor/guest safety. 11. Anticipate the needs of others to ensure their seamless and positive experience. 12. Performs a variety of routine administrative duties maintaining department records, confidential information on patients, location, and phone extension. Maintains limited number of operational statistics. Operates computer terminal to access computer records. MINIMUM QUALIFICATIONS: BASIC SKILLS Teamwork. Problem-solving. Time management. Critical thinking. Decision-making. Organizational. Stress management. BASIC KNOWLEDGE: High School Graduate required; associate degree preferred. Excellent interpersonal skills. Critical thinking and problem-solving skills Computer competency. Some medical terminology helpful. Excellent telephone and customer service skills. Superb verbal communication skills. Patience and compassion. Excellent organizational and multi-tasking abilities. Multilingual preferred. EXPERIENCE: Two years job related experience. WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS: Exposed to normal patient care environment with frequent standing, walking, and sitting. INDEPENDENT ACTION: Performs independently within department policies and practices. Refers specific complex problems to supervisor where clarification of departmental policies and procedures may be required. SUPERVISORY RESPONSIBILITY: None.

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Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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