Department:
16105_79910 Reception Services - SJ
Expected Weekly Hours:
4
Shift:
Position Purpose:
Job Description Details:
JOB SUMMARY
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.
Coordinate with other departments and participate as needed to provide a safe, comfortable environment that meets the needs of the patient, family members and visitors.
Perform other duties as assigned.
OTHER FUNCTIONS AND RESPONSIBILITES
Maintain the SJMH Reception Services Department dress code and hygiene code.
Maintain the confidentiality of information acquired pertaining to patient, physicians, associates, and visitors to SJMH _ West Market campuses. Discusses patient and hospital information only among appropriate personnel in appropriately private places.
Behave in accordance with the Mission, Vision, Code of Conduct and Values of SJMH.
Assume responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers; report all preventable hazards and unsafe practices immediately to leadership.
Maintain good rapport and cooperative relationships. Approach conflict in a constructive manner. Help to identify problems, offer solutions, and participate in their resolution. Bring any complaints, concerns, or other issues to the Reception Service Team Lead/Captain of Security Police.
Respond and maintain an atmosphere of open communication and trust between co-workers and other departments of SJMH. Ensure teamwork and cooperation within the department.
Able to read and write the English language.
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.
This document is intended to describe the generalized duties and responsibilities, the specialized job functions, and the essential requirements of this job. It is not intended to be an exhaustive statement of all supplemental duties, responsibilities, or non-essential requirements or reflect any accommodations made under the American's with Disability Act, the Michigan Persons With Disabilities Civil Rights Act, , or SJMHS's Return to Work Program
Trinity Health's Commitment to Diversity and Inclusion
Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 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.
Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.
Trinity Health is one of the largest multi-institutional Catholic health care delivery systems in the nation, serving diverse communities that include more than 30 million people across 22 states. Trinity Health includes 94 hospitals, as well as 109 continuing care locations that include PACE programs, senior living facilities, and home care and hospice services. Its continuing care programs provide nearly 2.5 million visits annually.
Based in Livonia, Mich., and with annual operating revenues of $17.6 billion and assets of $24.7 billion, the organization returns $1.1 billion to its communities annually in the form of charity care and other community benefit programs. Trinity Health employs about 133,000 colleagues, including 7,800 employed physicians and clinicians.
Committed to those who are poor and underserved in its communities, Trinity Health is known for its focus on the country's aging population. As a single, unified ministry, the organization is the innovator of Senior Emergency Departments, the largest not-for-profit provider of home health care services - ranked by number of visits - in the nation, as well as the nation's leading provider of PACE (Program of All Inclusive Care for the Elderly) based on the number of available programs. For more information, visit www.trinity-health.org at http://www.trinity-health.org/ . You can also follow @TrinityHealthMI on Twitter.