Switchbrd

The Methodist Hospitals•Gary, IN

4d•Onsite

About The Position

This position/team, individually and collectively, supports the organizational mission, vision, and values of Methodist Hospitals. The purpose of this position is to provide operational excellence in customer service, influence customer satisfaction, and to address patient and family needs at the point of service to create the beginning of a memorable patient and family experience. The Guest Services Associate at the Front Desk and Switchboard provides an unforgettable experience through compassionate and caring behaviors, showing courtesy and respect, while greeting all guests with a friendly smile and an obvious energy to assist. These behaviors may be in person or by phone, but are always present.

Requirements

Ability to enunciate clearly in a well-modulated voice/Correct English usage
Ability to type with speed and accuracy
Ability to work with frequent interruptions
Good memory
Positive attitude /Ability to learn/Accept coaching
Basic computer skills (hospital intranet, email, MS Word, etc.)
Knowledge of the operation of a telephone switchboard
Developed problem-solving skills
Developed professional demeanor and positive disposition
Good knowledge of the organization, facilities, departments, and their functions
Ability to work with frequent interruptions
High School Diploma/GED Equivalent Required
Meets the Standards of Behavior as outlined in Personnel Policy and Procedure #1, Employee Relations Code.
Demonstrates knowledge of procedures for protecting and maintaining security, confidentiality and integrity of employee, patient, family, organizational and other medical information.
Understands and supports the commitment of Methodist Hospitals in adhering to federal, state and local laws, rules and regulations governing ethical business practices for healthcare providers.

Nice To Haves

Associates Degree Preferred
Two (2) years’ Professional Level Guest Services experience preferred providing guests with an exceptional level of customer service in a fast-paced professional, medical, retail, or hospitality environment. Other types of work experience will be considered as meeting these experience requirements, as long as they are closely related to the essential functions of the position.

Responsibilities

Operate a one-position switchboard with speed and accuracy
Effectively answer and transfer all calls in a kind and professional manner
Direct visiting customers at the front desk to the various locations within the property
Meet and greet guests tactfully and courteously while providing assistance as needed that exceeds their expectations
Issues visitor passes according to hospital policy and controls access to the hospital
Stays knowledgeable of visitation guidelines as they change according to department/procedural processes and needs, individual needs of patients/families and environmental safety according to widespread community outbreaks/specific needs
Ability to Advocate – ability to identify concern, listen carefully, and work through the issues to assist as needed (Problem Solving Skills)
Ability to calmly prioritize and perform a variety of tasks under pressure
Ability to work independently with minimal supervision and/or collaboratively with team
Performs required job functions according to established/prescribed policies and procedures
Ability to analyze situations accurately and exercise good judgment in taking effective action (Critical Thinking Skills)
Ability to understand and follow oral and written instructions
Ability to express courtesy, respect, and discretion at all times
Ability to work with all associated service programs such as IPN paging system, RAVE mass communication system, Emergency Management Operations, Overhead Paging, SIT-2Consoles, M2250 Console Operation, Simplex Phone, etc.
Ability to work with technical equipment required in the switchboard such as headsets, intercoms, and computers
Ability to learn specific rules, regulations, laws, policies and procedures quickly and apply them with good judgment in a variety of procedural matters without immediate supervision (Fire Alert/Fire Alarm, Code 22 Emergency Line, Code Blue/RRT-internal and external, Red 911 phone, Active Intruder, Brain Alert, Bomb-13-13 Security, Elevator Entrapment, Utility Emergency Response, EOP Plan, High Census Alert, Lock Down, Panic Alarms, Security Alert Priority One, Security Alert Missing Adult, Security Alert Missing Child, Severe Weather Watch/Advisory, Tornado Alert, Generator Alarms, Pharmacy Freezer Alarms – supporting organizational, patient, and employee safety
Ability to consistently establish and maintain positive and cooperative working relationships with both internal and external customers
Model customer service skills/assisting guests in an efficient and friendly manner
Exceptional communication skills
Ability to be confidential and discreet with hospital information
Observe health and safety regulations
Assist with orientation and training of new employees as requested
Contribute to a positive work environment and overall team effort of the department
Ability to maintain records/logs/ perform clerical duties required by position
Ability to flex with schedule/department needs
Ability to work all shifts (days, evenings, midnights)/weekends/both campuses as needed
Performs other duties as needed and/or assigned