Check In Service Associate

San Juan Regional Medical Center•Farmington, NM

4d•Onsite

About The Position

The Check-In Service Associate is integral in providing a strong first impression of the hospital by offering exceptional customer service and assistance. The Check-In Service Associate also effectively trains and supervises our Information Desk volunteers, as we provide a rewarding experience and help develop potential career paths.

Requirements

Maintain a professional appearance and demeanor
Excellent customer service skills
Team player
Great with people
Comfortable providing health screenings for our customers (as needed)
Highly motivated
Effective communication
High School Diploma or higher
Computer experience
Always maintain confidentiality with patients, co-workers, volunteers, and visitors
Possesses and demonstrates patience and tolerance

Nice To Haves

Self-motivated
Detail oriented
Excellent problem solver
Experience in a healthcare setting
Supervisory/Leadership experience
Instructor/Trainer experience

Responsibilities

Greets every person who enters the hospital while delivering exceptional service with every encounter
Meets and exceeds customer needs/expectations at every opportunity
Assists customers in getting to their destinations at every opportunity
Possesses knowledge of locations and services within the hospital and our campus to escort and properly direct customers
Supports hospital initiatives and embrace change
Assists with training, mentoring, and supervision of other staff at the Information desk (including volunteers)
Diffuses difficult situations while meeting customer needs
Handles difficult situations carefully using active listening and critical thinking; to resolve situations with the best possible outcome
Ensures safety and security for self, volunteers, visitors, and patients with the check in process
Issues the appropriate visitation or procedure tags to every person who enters
Conducts Health Screening of each person entering the hospital (should the need arise)
Uses Infection Control procedures and maintains a clean work environment
Thoroughly completes the daily Opening and Closing Checklist
Accurately records items brought in to be delivered and/or donated; verifies the person is here before drop-off person leaves (such as florist) and completes the delivery log while ensuring correct person receives item and we have record of them receiving item(s)
All paperwork is processed accurately and utilizes date, time, and location as needed (i.e., patient envelopes, paperwork, etc.) so that we can follow-up
Assist with other projects as needed, as directed by Volunteer Services Manager, and/or the Volunteer Coordinator
Stays current on all communication within our department and organization by reading all emails in a timely manner
Take time to check the intranet for relevant information, along with verifying all assignments are current
Always maintains confidentiality and privacy
Understands and maintains boundaries with volunteers
Participates in ongoing education among peers and utilizes education funds to improve skills and opportunities
Verifies current training status of volunteers who are on duty each day and assists in advancing/completing the training during their shift (everyone’s responsibility)
Uses Information Desk Training Checklist while completing timeline as outlined
Ensures wheelchair training is completed within set timeframe; restricting volunteers from operating a wheelchair until they receive full training and certification
Completes ALL wheelchair education utilizing the following tools: Wheelchair Instructions, Training Outline and Wheelchair Tour
Properly instructs and demonstrates procedure for delivering personal belongings and deliveries for patients and staff
Models excellent customer service skills to ensure that volunteers will do the same
Monitors volunteer schedule and follows-up with phone call if volunteer does not arrive for shift
Communicates concerns regarding volunteers to coordinator or manager
Assigns tasks from Daily Task List or other projects to ensure volunteers are productive
Identifies opportunities for volunteer engagement as needed
Hold volunteers accountable for their actions, activities, whereabouts, etc.
Keep volunteers engaged and redirect as needed
Continuous training and reinforcement such as service, telephone etiquette, documentation, etc
Each caregiver is responsible for implementing SJRMC’s Service Standards into their daily work
Other duties as assigned