Hennepin Healthcare
Welcome Services Representative, Casual
Hennepin Healthcare, Minneapolis, Minnesota, United States, 55400
3 days ago Be among the first 25 applicants
Summary
We are currently seeking a Welcome Services Representative to join our team. This casual role will work on site. The position does not offer guaranteed hours or benefits. Evening shifts (2:00 PM–10:30 PM) and weekends as needed, potentially from 7:30 AM to 11:00 PM, are required.
Purpose of this position
Using excellent customer‑service skills, the representative works independently and as part of a team to welcome and assist patients, families, and visitors entering the medical center. The role provides accurate and timely information in person or over the phone to patients, families, visitors, and staff. Responsibilities include problem‑solving, communicating effectively with a diverse range of stakeholders, and maintaining a supportive atmosphere consistent with Centered Around You patient‑family‑centered care principles.
Responsibilities
Provide accurate and timely information in person or by phone to patients, families, visitors, and staff.
Conduct COVID screening at all information desks on the downtown campus.
Ensure all visitors wear proper PPE while on the downtown campus.
Maintain readily available PPE at all public entrances with information desks.
Process ED and inpatient visitor requests in accordance with visitor policy guidelines.
Facilitate compassionate care visitation and family conferences.
Intake and document all patient/visitor requests professionally and accurately.
Collaborate with volunteer services and hospital ambassadors to expand welcome desk coverage.
Coordinate with clinical departments, security, interpreter services, and transportation to meet patient and visitor needs.
Operate electronic resources (phones, pagers, vocera, computers, EPIC, intranet, Microsoft Office).
Process 20/20 parking vouchers for extended inpatient families.
Respond to inquiries via phone and correspondence, resolving problems when possible.
Exhibit excellent verbal communication skills.
Perform routine office tasks and projects as assigned by the supervisor.
Serve as a hospital resource for patient/visitor questions concerning HHS services.
Provide way‑finding assistance for all HHS patients and visitors.
Maintain up‑to‑date and accurate resources related to patient information.
Partner with departments and staff to provide information and facilitate connections for internal and external customers.
Respond to emergency events impacting lobbies with information desks.
Support security enhancements and responses in common areas.
Minimum Qualifications
High school diploma.
One year of office customer‑service experience.
Heavy telephone and customer interaction experience.
OR six months of above experience plus completion of an approved business or technical school program.
Preferred Qualifications
Three years of clerical experience, including one year appropriate to customer service and/or healthcare or human services.
Previous experience working in a healthcare setting.
Fluency in an additional language(s) besides English.
Knowledge, Skills, and Abilities
Proficiency with computers and commonly used programs (Microsoft Office, internet/intranet).
Fluent reading, writing, and speaking in English.
Compassionate and dependable.
Excellent verbal communication skills.
Ability to relate well with people of various backgrounds at all levels of the organization.
Excellent organizational skills.
Commitment to delivering excellent customer service.
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Summary
We are currently seeking a Welcome Services Representative to join our team. This casual role will work on site. The position does not offer guaranteed hours or benefits. Evening shifts (2:00 PM–10:30 PM) and weekends as needed, potentially from 7:30 AM to 11:00 PM, are required.
Purpose of this position
Using excellent customer‑service skills, the representative works independently and as part of a team to welcome and assist patients, families, and visitors entering the medical center. The role provides accurate and timely information in person or over the phone to patients, families, visitors, and staff. Responsibilities include problem‑solving, communicating effectively with a diverse range of stakeholders, and maintaining a supportive atmosphere consistent with Centered Around You patient‑family‑centered care principles.
Responsibilities
Provide accurate and timely information in person or by phone to patients, families, visitors, and staff.
Conduct COVID screening at all information desks on the downtown campus.
Ensure all visitors wear proper PPE while on the downtown campus.
Maintain readily available PPE at all public entrances with information desks.
Process ED and inpatient visitor requests in accordance with visitor policy guidelines.
Facilitate compassionate care visitation and family conferences.
Intake and document all patient/visitor requests professionally and accurately.
Collaborate with volunteer services and hospital ambassadors to expand welcome desk coverage.
Coordinate with clinical departments, security, interpreter services, and transportation to meet patient and visitor needs.
Operate electronic resources (phones, pagers, vocera, computers, EPIC, intranet, Microsoft Office).
Process 20/20 parking vouchers for extended inpatient families.
Respond to inquiries via phone and correspondence, resolving problems when possible.
Exhibit excellent verbal communication skills.
Perform routine office tasks and projects as assigned by the supervisor.
Serve as a hospital resource for patient/visitor questions concerning HHS services.
Provide way‑finding assistance for all HHS patients and visitors.
Maintain up‑to‑date and accurate resources related to patient information.
Partner with departments and staff to provide information and facilitate connections for internal and external customers.
Respond to emergency events impacting lobbies with information desks.
Support security enhancements and responses in common areas.
Minimum Qualifications
High school diploma.
One year of office customer‑service experience.
Heavy telephone and customer interaction experience.
OR six months of above experience plus completion of an approved business or technical school program.
Preferred Qualifications
Three years of clerical experience, including one year appropriate to customer service and/or healthcare or human services.
Previous experience working in a healthcare setting.
Fluency in an additional language(s) besides English.
Knowledge, Skills, and Abilities
Proficiency with computers and commonly used programs (Microsoft Office, internet/intranet).
Fluent reading, writing, and speaking in English.
Compassionate and dependable.
Excellent verbal communication skills.
Ability to relate well with people of various backgrounds at all levels of the organization.
Excellent organizational skills.
Commitment to delivering excellent customer service.
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