Hospitality Assistant III

UCLA Health•Los Angeles, CA

29d•$30 - $43•Onsite

About The Position

You will report to the Manager of Hospitality Services and work independently to carry out projects, duties, and tasks. You are part of a team that communicates constantly through verbal updates, emails, and written messages. You will keep the manager informed on all matters and escalate issues as needed. Work is reviewed upon request of the manager. You must be able to function effectively on your own or with other Information Desk team members without the need for constant supervision.

Requirements

Demonstrate skill in working independently and without supervision.
Demonstrate Leadership Experience.
Demonstrate great interpersonal skills in treating coworkers as well as customers with respect, courtesy, and understanding
Demonstrate great customer service skills through constant helpfulness, willingness to assist in variety of situations, and good listening skills
Demonstrate ability to collect feedback, analyze, create reports and provide date to leadership.
Demonstrate recent work experience in customer service and the ability to value others.
Skill in setting priorities and following directions.
Demonstrated ability to apply the techniques of problem solving, active listening, and diffusion of anger, with family members that are anxious.
Ability to remain calm and rational in highly volatile and ambiguous situations. Demonstrated ability to prioritize a large number of simultaneous, complex situations and complete them within reasonable time frames.
Demonstrated conflict resolution and group process skills sufficient to be effective in an interdisciplinary group or team.
Ability and willingness to perform support functions such as assisting in various areas.
Strong written skills to prepare professional level correspondence.
Proficiency with MS Word, MS Excel, MS Access and MS Power point strongly preferred.
Ability to effect change toward improvement of hospital and clinics services.
Ability to relate on the telephone with authority, tact, understanding patience and caring.
Ability to navigate through the system to find where patients about to receive updates for the family.
Ability to multi task (answer multiple questions at the same time, answer and receive multiple phone lines from Operating room, PACU, SOU, GOU, Interventional Radiology, Cath Lab, Radiology, Interventional Medicine, Interventional Cardiology and Surgeons needing assistance to locate family members for update.
Physical Requirements: Standing and walking at least 6.5 hours of an 8 hour work day, often in continuous stretches
Pushing / Pulling / Lifting up to 25 pounds
Ability to work with various types of volunteers in the surgical waiting area and the Recovery room.

Responsibilities

Receive, greet, and check in visitors and patients; provide verbal directions to help them reach their destination
Answer questions about the organization and its activities
Confirm inpatient admissions with insurance companies while following HIPAA policies
Provide wheelchairs to patients and visitors, which may require retrieving wheelchairs from various hospital areas
Assist patients and families entering the hospital, either walking or via wheelchair
Stay current on system-wide Visitor Guidelines and review them with visitors, patients, and staff as needed
Efficiently check in visitors and patients using PassagePoint, CareConnect, and other required systems
Adjust daily tasks as needed to support visitor guidelines, patient needs, and unit-specific restrictions
Maintain and follow visitor management security protocols, including Visitor Management Inbox and PassagePoint Security Center watch lists and alerts
Follow chain-of-custody procedures for found items and document lost and found items per policy
Follow opening and closing procedures
Maintain a clean, sanitized, and organized station
Follow Maddie's Room processes when checking in visitors and assigning seating
Round in Maddie's Room to provide confidential updates; respond promptly and proactively to questions and requests
Ensure cleanliness and organization of the area; report issues to the appropriate department
Promote and support use of the Physician Consultation Rooms
Document visitor information and updates on the Maddie's Room Status Board for communication with surgical teams
Professionally remind visitors to eat outside the waiting area
Tactfully remind employees not to use Maddie's Room as an access point to the patio or parking structure
Demonstrate flexibility in work schedule to meet department needs
Assist with environmental rounding in lobbies as needed; ensure flu stations remain stocked and organized
Identify potential issues early and resolve problems proactively
Participate in training new staff, modified-duty staff, and volunteers
Provide administrative support to the Hospitality Services supervisor as needed
Perform other duties and projects as assigned