Visitor Access Associate - Per Diem

Job Summary Under general supervision, coordinates and performs a variety of administrative and operational support duties at a visitor information desk located in one of the hospital lobbies to help ensure a welcoming, safe and secure environment. In accordance with HIPAA and CCMC policy, greets, registers and provides visitors with information and directions; answers telephone and directs calls; utilizes judgment to provide quality customer service by interpreting policy, answering inquiries, and resolving routine to complex issues. Collaborates with security staff to assure an orderly and safe environment and actively participates in emergency preparedness drills/responses. Uses various computer applications to retrieve information and may prepare documents, correspondence and reports. Establishes and maintains information‑desk filing. Responsibilities VISITOR ACCESS – Following established protocols, greets and screens visitors, determines needs, registers visitors, issues ID badges, provides directions and assists visitors with way‑finding; accepts, screens and routes telephone calls. CUSTOMER SERVICE – Answers inquiries, interprets hospital policies and procedures to visitors, staff and volunteers with respect and consideration; provides forms or resolves problems concerning activities and/or operations of the information desk; follows through as required to meet customer needs. LOBBY ENVIRONMENT – Actively contributes to the provision of a safe and caring environment to enhance patient, family and visitor satisfaction. Creates and maintains an atmosphere of warmth, personal interest and positive concern as well as a calm environment in the hospital lobby. Develops recommendations and actively contributes to quality improvements in lobby environment and procedures. SECURITY/EMERGENCY PREPAREDNESS – Collaborates with security personnel to ensure an orderly and safe environment, notifies Security and appropriate leadership of any safety or visitor‑compliance issues, and actively participates in emergency preparedness drills/responses. ADMINISTRATIVE SUPPORT – Compiles and maintains logs, statistics and data pertaining to departmental operations. Performs a variety of assignments using a personal computer to retrieve information, register visitors, and issue visitor IDs; may prepare routine to complex documents or correspondence as assigned. EMPLOYMENT APPLICATIONS – Follows established procedures for employment application processing: provides routine information and/or directs applicants to Human Resources, may create forms, flyers or templates, and establishes and maintains information‑desk records and filing systems. MAY BE REQUESTED TO PROVIDE INSTRUCTION, TRAINING OR TO ASSIST VOLUNTEERS OR OTHER STAFF in information‑desk activities and processes; as assigned, actively participates in and contributes to departmental or organization‑wide committees. DEMONSTRATES KNOWLEDGE of the age‑related differences and needs of patients across appropriate populations from neonate through adolescence and applies them to practice, demonstrating cultural sensitivity in all interactions with patients, families and visitors. DEMONSTRATES SUPPORT for the mission, values and goals of the organization through behaviors that are consistent with the CCMC STANDARDS. Qualifications – Education & Experience (Required) Education Required: Minimum of 3 to 5 years of high‑volume customer service experience directly related to the duties and responsibilities specified, or equivalent; High School diploma or GED required. Experience Required: Experience with Microsoft Windows operating system; Intermediate to Advanced skills in Microsoft Word and Excel; and basic database management experience (Microsoft Access). Preferred Education & Experience Education Preferred: Associate’s degree or administrative certificate preferred; experience handling multiple line telephones. Experience Preferred: Experience with visitor record application (e.g., Easy Lobby) preferred. Knowledge Strong working knowledge of departmental and organizational policies and procedures. Skills Good listening, excellent communication and interpersonal skills to greet and assist visitors and respond to their needs in a timely, pleasant and friendly manner both verbally and in writing. Intermediate to Advanced skills in Microsoft Windows operating systems, word processing (Microsoft Word), and spreadsheet (Microsoft Excel) applications; basic database management skills including ability to utilize database applications, perform basic queries and print reports. Basic skill using patient admission/discharge/transfer application (e.g., Siemens‑SMS); working knowledge of visitor registration system (e.g., Easy Lobby). Skill in operating basic office equipment (e.g., copier, fax, calculator, multi‑featured telephone). Bilingual in English/Spanish preferred. Abilities Interact with people with a variety of diverse backgrounds (e.g., ethnicity, religious affiliation, national origin, age). Maintain a pleasant and professional demeanor when dealing in a high‑volume, fast‑paced environment and adapt to emotionally stressful circumstances. Work in a team environment with an orientation to provide outstanding customer service. Understand and apply knowledge of department/organizational policies and procedures to resolve routine to complex problems. Focus on customer needs and follow through to meet those needs. Handle multiple tasks simultaneously; effectively organize and manage time. Prioritize duties regarding patient, family and visitor needs and maintain traffic flow in the lobby area; make administrative/procedural decisions and judgments. Create, compose and edit written materials. #J-18808-Ljbffr Connecticut Children's