Visitor Access Associate - 16hrs

Job Description 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 calls and directs them as appropriate. Utilizes judgment to provide quality customer service, interpret policies, answer inquiries, and resolve routine to complex issues. Collaborates with security staff to assure an orderly environment, actively participates in emergency preparedness drills/responses, and uses various computer applications to retrieve information. May prepare documents, correspondence, reports, and maintain desk filing systems. Responsibilities Visitor Access – Greet and screen visitors, determine needs, register visitors, issue ID badges, provide directions, assist with wayfinding, and accept, screen and route telephone calls. Customer Service – Answer inquiries, interpret hospital policies, provide information, or resolve problems concerning the information desk, and follow through to meet customer needs. Lobby Environment – Contribute to a safe and caring environment that enhances patient, family, and visitor satisfaction; create and maintain an atmosphere of warmth, personal interest, and positive concern; recommend improvements to lobby procedures. Security and Emergency Preparedness – Collaborate with security personnel to maintain order and safety; notify leadership of safety or compliance issues; participate in emergency drills and responses. Administrative Support – Compile and maintain logs, statistics, and data related to departmental operations; retrieve information, register visitors, issue ID badges; prepare routine to complex documents or correspondence. Employment Applications – Follow established application procedures; provide information to applicants and direct them to Human Resources; create forms, flyers, and templates; maintain records and filing systems. Training and Volunteer Support – Provide instruction, training, or assistance to volunteers or staff; participate in departmental or organization-wide committees. Diversity Competence – Demonstrate knowledge of age-related differences and needs of patients; show cultural sensitivity in all interactions. Mission Support – Demonstrate commitment to the organization’s mission, values, and goals in accordance with CCMC standards. Qualifications Education and/or Experience 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 with Microsoft Windows operating system; intermediate to advanced skills in Microsoft Word and Excel; basic database management experience with Microsoft Access. Education and/or Experience Preferred Associate’s degree or administrative certificate preferred, with experience handling multiple-line telephones. Experience with visitor records applications such as Easy Lobby preferred. Knowledge, Skills and Abilities Knowledge Strong working knowledge of departmental and organizational policies and procedures. Skills Excellent listening, communication, and interpersonal skills for greeting and assisting visitors in a friendly manner, both verbally and in writing. Intermediate to advanced proficiency in Microsoft Windows, Word, and Excel; basic database management, query, and report generation skills. Basic familiarity with patient admission, discharge, and transfer applications (e.g., Siemens-SMS); working knowledge of visitor registration systems such as Easy Lobby. Ability to operate basic office equipment (copier, fax, calculator, telephone). Bilingual in English and Spanish preferred. Abilities Interact effectively with people of diverse backgrounds. Maintain a pleasant and professional demeanor in a high-volume, fast-paced environment and adapt to emotionally stressful circumstances. Work well in a team environment while providing outstanding customer service. Apply knowledge of departmental and organizational policies to resolve routine to complex problems. Focus on customer needs and follow through to meet those needs. Handle multiple tasks simultaneously, organize and manage time efficiently. Prioritize duties regarding patient, family, and visitor needs, maintain lobby traffic flow, and make sound administrative decisions. Create, compose, and edit written materials. #J-18808-Ljbffr Connecticut Children's