SUMMARY: We are currently seeking a Welcome Services Representative to join our Welcome Services team.This casual role will primarily work on-site. This position will not have guaranteed hours or benefits. (SHIFT: Typical hours are 7:30 AM - 6:00 PM and some nights and weekends as necessary, which could be anywhere from 7:30 AM - 11:00 PM).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 careRESPONSIBILITIES:Provides accurate and timely information in person or over the phone to patients, families, visitors, and staffConducts COVID Screening at all Information Desks across the downtown campusRequests all visitors wear the proper PPE while on downtown campusEnsures PPE is readily available at all public entrances where Info Desks are locatedED & Inpatient visitor processing in accordance to the visitor policy guidelinesFacilitates arrival of compassionate care visitationFacilitates arrival of families for patient care conferencesIn a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon demandCollaborates 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 familiesCoordinates 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 familiesProcessing of 20/20 parking vouchers for extended inpatient familiesResponds to inquiries of customers from incoming calls and correspondence to answer questions and/or resolve problemsExhibits excellent verbal communicationPerforms routine office tasks and/or projects necessary for Patient Experience Services as needed by the supervisorFunctions as a hospital resource for patient/visitor questions concerning HHS servicesMay provide way-finding assistance for all HHS patients/visitors by escorting them to desired destinationMaintains up-to-date and accurate resources (internal/external) applicable to patient informationPartners with departments and staff to provide information and facilitate connections for internal and external customersEmergency response for events impacting lobbies where Information Desks are locatedSupports Security enhancements and responses in common areasQUALIFICATIONS: / Minimum Qualifications: /High school diplomaOne (1) year of office customer service experienceHeavy 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 servicesPrevious experience working in a health care settingFluency 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 EnglishCompassionate and dependableExcellent verbal communication skillsAbility to relate well with people of various backgrounds and at all levels of the organizationExcellent organizational skillsCommitment to delivering excellent customer serviceTitle: Welcome Services Representative, CasualLocation: MN-Minneapolis-Downtown CampusRequisition ID: 241953