Concierge - Public Service Representative 3

Oregon Health & Science University•Portland, OR

1d•Onsite

About The Position

This position provides the highest level of customer service to guests, ensuring their needs are met in a warm, timely and professional manner. Serves as the forward facing presence at primary entry points throughout OHSU. This role is responsible for providing those we serve with information, supporting daily operational needs, and ensuring issues are escalated and addressed in a timely manner to maintain a welcoming and safe environment for everyone. Function/Duties of Position Information Services Greets patients, visitors and employees at points of entry into OHSU hospitals and clinics in a professional and courteous manner. Provide information about OHSU services and programs, which include explanations of processes to obtain services, services available, procedural information related to the provision of services, contact departments for additional assistance as needed. Answers patient information telephone lines, responds to requests for information (e.g., directions to the hospital, phone numbers to clinics, connecting operating room staff to families, etc.) and routes calls appropriately. Utilizes computer systems to access patient information such as appointment times, room location, clinic location, etc. and releases information according to HIPAA guidelines. Provides information about local hotel arrangements, long-term housing, transportation, business services, entertainment, restaurants, and leisure activities. Maintains and applies knowledge of our facilities for assisting our patients, employees and guests in navigating the physical and functional environment. Provides high quality customer service to both external customers (patients, visitors, medical transport, mortuary services, etc.) and internal customers (OHSU health care providers and staff). Assists public with explanation and clarification of policies and procedures. Support Services Support various departments, including, but not limited to Admitting, Central Check In, OHSU Visitors and Volunteers, Access Checkpoints and Decedent Affairs with specific processes such as arriving patients, deploying Guide Volunteers to assist with patient or staff needs, and verifying patient information. Assist mortuary representatives with directions to morgues. Review completed forms for accuracy. Provide patients and visitors with wheelchairs and escalates transportation needs to the appropriate internal (i.e. Hospital Transportation) or external resource (i.e. Ride to Care). Staff may be asked to assist with pushing patients in wheelchairs. If licensed, may provide notary services to OHSU guests and staff. Safety and Quality Maintains familiarity with Public Safety policies and stays current on appropriate actions in the case of an emergency or disruption. Explain and apply OHSU Patient Visitation Policy and unit specific guidelines. Escalate exceptions when appropriate. Serves as “person in charge” as assigned by Environmental Health and Safety in the event of an emergency and/or evacuation. Observes behavior of guests and staff and escalates concerning behavior or issues to appropriate staff and/or department, as needed. Maintains a calm demeanor at all times regardless of the situation and responds to disruptions in a professional manner involving appropriate staff and/or taking safety measures when intervention is required. Circulates the lobby or waiting area pro-actively identifying and responding to needs and maintaining cleanliness of the area. Ensures work area and desks remain clean, and stocked with necessary supplies and resources to support daily operations and services provided. Participate in classroom and on-the-job trainings as it pertains to the position and OHSU Core Competencies. Other duties as assigned

Requirements

Two years of experience in customer service relations one year of which must have included interpretation and explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.
Exhibits a friendly and outgoing demeanor
Demonstrates excellent customer service skills and professionalism in all interactions, including face to face, phone, and written communications
Demonstrates critical thinking and problem solving skills
Ability to stay organized and prioritize duties when faced with competing priorities
Cultural competency and ability to accept and relate to other cultures, histories and traditions. Includes the ability to interact effectively with people of diverse cultures/ethnic backgrounds. Must have the ability to understand, communicate with, and effectively interact with people across cultures.
Possesses excellent interpersonal, written and oral communication skills
Demonstrated experience in cultivating and fostering working relationships internally and externally
Displays an ability to maintain a calm presence when faced with conflict, and demonstrates conflict resolution skills
Proficient in utilizing computer hardware and software technology, including MS Office Suite

Nice To Haves

High School diploma
Six months of work experience in a healthcare setting including high volume direct patient contact; OR One year of work experience with high volume direct public contact
Experience with EPIC or other patient information software
Understanding of process improvement methods

Responsibilities

Greets patients, visitors and employees at points of entry into OHSU hospitals and clinics in a professional and courteous manner.
Provide information about OHSU services and programs
Answers patient information telephone lines, responds to requests for information and routes calls appropriately.
Utilizes computer systems to access patient information and releases information according to HIPAA guidelines.
Provides information about local hotel arrangements, long-term housing, transportation, business services, entertainment, restaurants, and leisure activities.
Maintains and applies knowledge of our facilities for assisting our patients, employees and guests in navigating the physical and functional environment.
Provides high quality customer service to both external and internal customers.
Assists public with explanation and clarification of policies and procedures.
Support various departments with specific processes such as arriving patients, deploying Guide Volunteers to assist with patient or staff needs, and verifying patient information.
Assist mortuary representatives with directions to morgues.
Review completed forms for accuracy.
Provide patients and visitors with wheelchairs and escalates transportation needs to the appropriate internal or external resource.
Staff may be asked to assist with pushing patients in wheelchairs.
If licensed, may provide notary services to OHSU guests and staff.
Maintains familiarity with Public Safety policies and stays current on appropriate actions in the case of an emergency or disruption.
Explain and apply OHSU Patient Visitation Policy and unit specific guidelines.
Escalate exceptions when appropriate.
Serves as “person in charge” as assigned by Environmental Health and Safety in the event of an emergency and/or evacuation.
Observes behavior of guests and staff and escalates concerning behavior or issues to appropriate staff and/or department, as needed.
Maintains a calm demeanor at all times regardless of the situation and responds to disruptions in a professional manner involving appropriate staff and/or taking safety measures when intervention is required.
Circulates the lobby or waiting area pro-actively identifying and responding to needs and maintaining cleanliness of the area.
Ensures work area and desks remain clean, and stocked with necessary supplies and resources to support daily operations and services provided.
Participate in classroom and on-the-job trainings as it pertains to the position and OHSU Core Competencies.
Other duties as assigned