Guest Services Clerk II

A Brief Overview Performs receptionist duties in the lobby by greeting, assisting and directing patients and visitors. Operates the organization's telephone communication system by managing incoming and outgoing calls, paging and emergency alerts. What you will do
• Operate the hospital’s telephone communications systems, including switching incoming calls, placing outgoing and long distance calls, paging authorized personnel, and maintaining the message center.
• Answer, transfer, and place calls following established protocols, providing accurate and courteous assistance in compliance with iRESPECT standards.
• Provide general information to callers and visitors in an expedient, professional manner; use the hospital directory to locate departments, employees, and patient room numbers.
• Provide patient information to authorized parties using the computer system in accordance with established policies and confidentiality guidelines.
• Respond to emergency alerts and situations according to established procedures, making routine and emergency announcements via intercom and radio paging systems.
• Perform clerical duties such as completing and maintaining logs and records for long distance calls, telegrams-by-phone, collect calls, telephone service requests, and reported phone issue
• Issue paging units and batteries as required.
• Delivering customer service and receptionist support by greeting visitors, answering information desk calls, helping, and providing accurate directions.
• Generate and issue visitor badges, maintain visitor logs, and follow all visitor access and security procedures.
• Interact and communicate effectively with hospital staff, patients, visitors, and external representatives in a courteous, responsive manner that promotes patient and customer satisfaction
• Transport and distribute records, documents, and materials to other information desks or designated areas as needed.
• Maintain strict confidentiality of all patients, family, departmental, and hospital information, adhering to HIPAA, Confidentiality, Compliance, and departmental policies.
• Monitor lobby and waiting room areas to ensure a clean, orderly, and safe environment, following all patient safety, infection control, and quality improvement standards.
• Perform data entry, typing, and computer-based tasks, including inputting and retrieving information as required.
• Complete all required ongoing training and education, including department specific competencies.
• Provide staff coverage during absences and demonstrate flexibility to work nights, weekends, and holidays to maintain continuous service.

Qualifications
• High school graduate or equivalent clerical experience Required
• At least 1 year experience of clerical experience, customer service or equivalent experience, or equivalent combination of training and experience. Required and
• Six (6) months of experience as a telephone operator, customer service representative, or in a general clerical role handling multi line telephone system. Required and
• Completion of an approved clerical or customer service training program may be accepted in lieu of required experience. Required Physical Demands
• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently