Information Desk Associate - (3285372)
Description
Reporting to the Manager of Information Desk Associates with liaison reporting relationship to the Volunteer Director, incumbent proactively welcomes and greets patients, visitors and staff in a positive, warm and courteous manner welcoming all people with a sincere, pleasant smile, treating them as valued guests; responds to guests inquires/problems, escorts and/or directs the visitors to requested locations; responds to phone inquiries; and works alongside volunteers, guided by the new visitor policy.
- Greets and welcomes patients, visitors and staff by promptly acknowledging their presence with a pleasant smile and eye contact.
- Proactively offer assistance and responds accurately and completely to all requests in a pleasant, courteous, timely and compassionate manner. Offers escort services and directs patients and visitors to medical, business or services appointments, guided by the new visitor policy.
- Assists with Discharge/Escort services as needed
- Answers telephone, providing accurate and clear information and directions to callers.
- Explains parking and shuttle transportation procedures.
- Utilizes computerized information systems (EPIC and PALS) to access patient and employee information to get people to their destinations.
- Supervises and offers coaching in customer service to volunteers and colleagues.
- Works with Entrance Ambassadors and Police & Security to provide seamless arrivals and discharges of patients.
- Monitors the environment closely and continuously for lost patients and visitors and helps maintain a welcoming, clean and safe environment; refers unusual situations to Manager and/or Police & Security.
- Receives envelopes/packages at Main Information Desk for quick pick up by hospital staff; maintains log.
- Helps collect data and prepare statistical reports, as needed.
- Assist with special projects, as needed
Qualifications
Qualifications:
- A minimum of 5 years' work experience in a customer service focused role
- Superb customer service skills
- Exceptional computer skills
- Exceptional communication skills: smiles, speaks articulately, acknowledges and maintains eye contact; listens carefully.
- Conversational language skills in a second language preferred
- Experience in healthcare setting desirable
- Knowledge of Boston area services desirable
Skills
- Outstanding customer service attitude (smile, welcoming, courteous)
- Active listening skills and high attention to detail
- Professional attitude and appearance - uniform provided
- Ability to take initiative
- Enthusiastic personality
- Ability to calmly manage stressful situations
- Ability to work as part of a team
- Able to transport patients in wheelchairs
- Good organizational skills to handle multiple tasks efficiently in very busy environment
- Practical reasoning and problem-solving skills
- Reliable and flexible, particularly with scheduling and lobby placement based on the needs of the department.
- Ability to learn and follow hospital’s protocols, regulations and resources
- Ability to give clear and concise directions
- Good memory to retain and recall accurate information
- Exceptional patience with all customers
- Ability to understand and support culturally diverse, elderly, handicapped, and ill customers
- Ability to refer individuals/situations to supervisor appropriately
Working Conditions
- Fast paced with a high volume of service requests and repetitive requests for information
- Able to stand for long periods of time
- Able to push patients in wheelchairs
EEO Statement Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.
Primary Location
: MA-Boston-MGH Main Campus
Work Locations
:
MGH Main Campus
55 Fruit Street
Boston 02114
Job
: Admin/Clerical/CustService-Other
Organization
: Massachusetts General Hospital(MGH)
Schedule
: Full-time
Standard Hours: 40
Shift
: Day Job
Posted Shift Description: The schedule is varying start times; may include weekend and holiday rotation.
Employee Status
: Regular
Recruiting Department: MGH Volunteer Services
Job Posting
: Apr 16, 2024
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