Customer Service Assistant

Employment Type:

Full time

Shift:

Day Shift

Description:

Maintain a safe and secure environment while projecting a professional image when greeting patients, visitors and staff. Complete a diverse range of administrative tasks such as answering the telephone and accessing patient information via computer and census sheet. Enhance the hospital experience for patients, families and visitors by performing guest relation functions that assure the highest standard of service, including providing assistance, guidance, direction, response to routine requests for information and on occasion, an escort as requested.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Respectfully and promptly, make eye contact, and smile when greeting patients and visitors using standard customer service scripting; direct them to appropriate areas. Know how to access patient location information on THE computer. Escort patients when needed or requested.

• Offer assistance for way-finding, parking validation, deliveries and other requested information including information regarding hospital services for patients, family members and visitors.

• Call for taxi or shuttle service for patients / families when needed.

• Assist visitors/families during emergencies which may include fire, natural disasters and patient/family situations.

• Oversee the immediate environment and report any suspicious activity or individuals to Security.

• Keep area stocked with supplies as needed.

• Responsible for signing out/in your radio daily and for the loss or damage of radio equipment.

• Responsible for keeping up with all department and hospital information and updates.

• Responsible for utilizing When-to-Work to document changes to your work schedule including proper recording in the exception log.

• Responsible for after-hours operation of the visitation management system.

• Access HealthQuest to obtain patient room information for visitors

• Contact Engineering, Grounds, and Environmental Services when needed.

• REQUIRED EDUCATION, EXPERIENCE AND CERTIFICATION/LICENSURE

• High School diploma or GED equivalent REQUIRED SKILLS AND ABILITIES

• Computer/typing skills necessary in order to navigate HealthQuest and the visitor management system. Interpersonal skills necessary in order to effectively communicate with diverse group of internal/external callers, patients, visitors and staff, at times dealing with sensitive and/or confidential situations.

• Demonstrate sensitivity and responsiveness to differences in ethnic and cultural customs, perceptions, and communications.

• Demonstrate sensitivity and responsiveness to the various medical, emotional, and mental health needs of all patients, staff and visitors.

• Respond appropriately to various levels of stressful situations and maintain emotional intelligence.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran