Entryway Patient & Guest Assistant

Position Summary:


The Entryway Patient and Guest Assistant greets and assists Carle patients and guests as the first point of contact. Provides directions and answers questions about the Carle complex and community and transports them from the entrances of Carle to their destinations via wheelchair or by foot if capable. Provides exceptional customer service to those entering the facility and ensures safety and infection control precautions are followed. Develops and maintains great public relations skills.

Qualifications:


EDUCATIONAL REQUIREMENTS
None Required

CERTIFICATION & LICENSURE REQUIREMENTS
None

EXPERIENCE REQUIREMENTS
Two (2) years experience in a customer service role.

SKILLS AND KNOWLEDGE
-Exceptional customer service skills. -Strong communication skills when interacting with the public. -Basic understanding of infection prevention methods. -Ability to follow established algorithms for processes, but critically think through atypically situations to identify needed resources.

Essential Functions:

• Contributes to an environment of customer service excellence and patient-centered care.
• Greets and welcomes patients, visitors & Carle team members warmly.
• Interacts with the public and ensures any visitor or access restrictions in place are explained with empathy and compassion.
• Refers patients and guests to appropriate physician, appointments or department, giving directions and information as needed.
• Checks in and prints badges for inpatient visitors or other personnel as required.
• Accompanies patients or visitors using a wheelchair when appropriate.
• Responds to ambulatory and procedural department transport requests.
• Utilizes the EMR to provide appointment or location information when appropriate.
• Provides telephone assistance as needed.
• Retrieves wheelchairs from all areas.
• Maintains knowledge of inpatient and ambulatory visitor and support person guidelines.
• Explains infection prevention and visitor guidelines to patients, guests and visitors.
• Remains knowledgeable of new physicians and specialty areas.
• Coordinate patient transports and other customer service activities with auxiliary and student volunteers.
• Receive and deliver patient belongings, flowers and food to inpatient units.
• Place facilities work orders for equipment and/or environmental repairs.

• Greet patients, guests, customers and employees as the point of first contact.
• Ensures proper screening of patients and guests to ensure customers are directed to the most appropriate location for access to services.
• Provide way finding assistance.
• Assists in maintaining compliance with the most updated visitor and support person guidelines.