Clerk III - Guest Services (50%25)

University of Iowa•Iowa City, IA

8h•Onsite

About The Position

Under general supervision and demonstrating exceptional customer service, this role welcomes and greets patients and guests to UI Health Care at one of several Information Desks. The position provides directions and information on hospital services and amenities via telephone and in person, in compliance with hospital policies. Responsibilities include conducting cash transactions and implementing service recovery as necessary.

Requirements

Any combination of related clerical office experience, related undergraduate education, and/or post high school clerical training that is the equivalent to two years of full-time employment.
Public contact/customer service experience.

Nice To Haves

Cash Handling experience.
Ability to demonstrate exceptional service excellence with every patient and guest in a fast-paced environment.
Good communication skills.
Attention to detail.
Multi-tasking skills.
Ability to demonstrate professional presence.
Skill in using computer software and operating basic office equipment.
Must be able to remain in a stationary position for periods of time.

Responsibilities

Provide excellent customer service to patients, families, guests, and staff, maintaining a positive and professional attitude at all times.
Utilizing excellent communication skills, provide information, directions, and assistance for patients and guests on the telephone and in person.
Provide service recovery when needed, assessing the situation, and ensuring service excellence initiatives are met.
Answer phone calls and provide appropriate responses, following customer service standards. Make and transfer phone calls to appropriate parties when necessary.
Respect dignity and privacy of all patients and guests, carefully observing privacy encounter directives.
Maintain confidentiality in accordance with UI Health Care and HIPAA guidelines.
Provide wheelchair assistance when needed, promoting safety. Arrange patient and guest transport requests via the transport module in Epic.
Accurately coordinate deliveries to the desk, logging items and contacting appropriate departments in a timely manner, following proper protocols.
Maintain, record, and monitor Lost and Found items, utilizing the databases. Field inquiries, research items, and contact owners.
Comply with UI Health Care and Guest Services cash handling policies and procedures.
Provide information on all parking options.
Process valet transactions utilizing the CVPS electronic valet system and appropriate cash register functions.