I. GENERAL SUMMARY:

Under general supervision with accountability to the Director, coordinates guest services at hospital entry points. Is responsible for coordinating, training, and scheduling volunteer staff assigned to hospital entrances. Serves as a liaison between entry locations, hospital departments, campus buildings, and Center for Specialty Medicine (CSM) physician offices. Coordinates phone coverage, greeter, way-finding, transport and delivery services. Performs various clerical functions to maintain the operations at the hospital entry points. Models customer focused behavior that represents the highest standards of Northwest Community Hospital (NCH).

II. REPRESENTATIVE FUNCTIONS:

Greets incoming patients/customers/visitors/vendors at hospital entry points. Performs timely assessment of individual needs and provides prompt response with appropriate resources within the context of NCH customer service standards. Ensures patient/customer/visitor/vendor compliance with hospital regulations.

Based on assigned location, may coordinate volunteer staff schedules at assigned entry points to ensure sufficient staffing levels for phones, greeter function, way-finding, escort, wheelchair/care cart transport, and flower, gift, package delivery. Maintains computerized schedule by documenting schedule change requests and arranging for substitutions as needed. Assesses volunteer resources daily and makes assignments. Coordinates volunteer staff for a variety of special projects as assigned.

Provides training for new volunteer staff including NCH customer service standards, computer programs, way-finding, safe wheelchair transport, transport routes, room numbering system, appropriate elevator usage, care cart operations, package, gift, and flower delivery. Continues on-going volunteer training on department moves, new services, program changes, etc.

Participates in and supports continuous Quality Improvement efforts. Cross trains to provide consistent level of service at all entry points. Coordinates all volunteer staffed operations at entry points for compliance with customer service, safety, hospital regulations and procedural standards. Addresses performance concerns with volunteer staff and monitors for performance improvement. Develops and maintains collaborative working relationships with hospital departments and CSM physician offices to ensure efficient service delivery. Resolves problems/concerns, answers questions, and communicates procedural changes to the volunteer staff. Utilizes security staff, patient advocate, or nursing supervisor to handle security issues, customer complaints, etc. as needed. Performs various functions to maintain operations at entry points. Monitors transport equipment and refers to appropriate area for maintenance, repairs, cleaning, etc. Documents departmental checklist to ensure resource availability and support environment of care standards; takes action to resolve identified concerns. Maintains statistical data on daily operations. Stores and retrieves data in the computer, i.e. accessing Invision, Tracker Board and department specific directories. Adheres to all Northwest Community Hospital standards, policies and procedures.

III. SPECIAL SKILLS AND ABILITIES REQUIRED:

High level and range of interpersonal skills to effectively interact with a diverse customer base.

High level and range of communication skills to effectively articulate information and standards to the volunteers.

The organizational skills necessary to maintain schedules, accurate records and handle multiple tasks simultaneously.

The ability to remain flexible and perform work assignments independently on an ever-changing priority basis.

The ability to use and instruct others on computer usage.

Ability to consistently adhere to NCH customer service standards including appearance, telephone and elevator etiquette.

The ability to speak and understand a second language desirable.

IV. KNOWLEDGE, PRACTICAL EXPERIENCE AND LICENSURE/REGISTRATION REQUIRED:

The level of knowledge normally associated with completion of four years of high school, or the equivalent.

Two years experience interacting with the public required. Previous experience coordinating activities preferred.

Must successfully complete and maintain a minimum standard of American Heart Association Adult Heartsaver CPR and EAD training within 3 months of hire.

Personal experience working with volunteers or as a volunteer preferred.

Experience with computer operations such as data management and word processing.

Familiarity with medical technology preferred.

What you will need:Benefits:

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options, including Domestic Partner Coverage
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities