Lead Clinic Greeter

Description

Job Title

Lead Clinic Greeter

Location

Fairbanks, AK, US

Organization Name

Clinical Services- Operations Division

Job Summary

Incumbent is responsible for establishing a warm, welcoming, and professional atmosphere for all patients and visitors arriving at the Chief Andrew Isaac Health Center (CAIHC). As the first impression, you will actively assist with helping patients and visitors find their way around the facility, coordinate transportation, and act as a liaison to the clinic staff. The incumbent will spend the majority of their day standing and walking while assisting patients and visitors. In addition, the Lead Greeter orchestrates the service experience alongside co-workers. The Lead Greeter has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance. They may handle day-to-day operational issues and may be required to make judgment calls when expediency is a priority. The Lead Greeter is a model for other greeters and is highly knowledgeable of the job and operations of the clinic.

Adhere to the TCC Ch'eghwtsen' model of service and guiding principles which require providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion, and empathy.

Essential Functions

This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Representative Duties: Under general supervision of the Senior Operations Officer, job incumbent will:

1. Greet patients and visitors as they arrive by making them feel welcomed and comfortable. It is critical that the incumbent exhibits a congenial, welcoming, and supportive demeanor at all times with patients, visitors, and staff.
2. Be attentive and responsive to patients and visitors' questions and requests for information upon arrival and departure.
3. Locate and keep stock of wheelchairs. Respond to patients and visitor needs for wheelchair and other methods of assistance to enter, move throughout, and exit the facility.
4. Serve as point person for facility visitor screening process.
5. Introduce patients and visitors to flow patterns for moving through the facility and identify where the elevator, stairs, restrooms, café, and other amenities are located.
6. Walk patients and visitors to their intended destinations within the facility, such as imaging, lab, pharmacy, and check-in desk.
7. Engage our patients and visitors in conversation and identify opportunities to better their experience.
8. Be attentive to patients and visitors' needs for seating to rest as they move throughout the facility.
9. Assist in locating patients and visitors that are in the facility and late for reporting to their intended appointment destinations.
10. Be attentive to conditions, behaviors, and adherence to policies throughout the facility and report observations and concerns to security personnel.
11. Assist patients and visitors when departing the facility with securing transportation, locating bus stops, and making calls to families and friends to pick them up at the facility.
12. Research, maintain, and provide information about internal and community resources.
13. Provide support as needed to Patient Experience personnel.
14. Assist in the collection and data entry of patient feedback data (e.g., surveys, complaint forms, comments, and suggestions).
15. Coordinate schedule for greeters in both CAIHC and ASC Buildings.
16. Continued monitoring and tracking of training/education of greeters.
17. Ensure greeters are informed and following directions of leadership.

Other Responsibilities:

Performs other duties as assigned.

Minimum Qualifications

1. High School Diploma or GED equivalent.
2. Four years’ experience volunteering and/or working in a similar customer service-oriented position with direct people contact.
3. Must pass background check pursuant to federal Indian Child Protection and Family Violence Prevention Act requirements.

Knowledge, Skills, and Abilities:

1. Ability to adapt to a fast-changing environment.
2. Sensitivity and familiarity with Alaska Native lifestyles, traditions, and cultures.
3. Must be able to operate standard office equipment.
4. Strong verbal, problem-solving, and interpersonal skills.
5. Ability to work independently and within a team environment.
6. Demonstrated skill to manage multiple responsibilities.
7. Knowledge of HIPAA and Privacy Act of 1974.
8. Requires the ability to carry out all of the duties of the position efficiently and effectively with minimal supervision.

Supervision:

This position has supervisory responsibilities.

Physical Demands:

Position is mostly physical with extended periods standing, walking, and assisting others with difficulty walking and/or other disabilities. Job incumbent must be able to lift and carry up to twenty-five pounds. Incumbent must be able to work effectively in a busy, sometimes stressful environment.

Summation:

Incumbent must be able to work independently with minimal supervision and have the ability to efficiently and effectively carry out the duties of the position. Must be highly motivated, detail-oriented, and possess problem-solving, interpersonal/communication skills, and dexterity.