UConn Health is searching for a Special Payroll Guest Services Rep in the Volunteer & Guest Services Department.
THIS IS A TEMPORARY POSITION WITH NO HEALTH BENEFITS
PURPOSE OF CLASS:
At UConn Health, this class is accountable for performing general routine clerical, office or service work.
SUPERVISION RECEIVED:
Reports to the Administrative Officer, or an employee of higher level who assigns work in detail and reviews work during progress and upon completion.
PRINCIPAL DUTIES AND ACCOUNTABILITIES:
Greet and assist patients, their companions, visitors, and other users of the facility entrances/lobbies by directing and informing them of the location of services, patient care locations, etc.
Identify patients/visitors who may be at increased risk of falling and implement appropriate intervention strategies (as described in Mobility Assistance Procedures)
Always maintain awareness of environmental surroundings, address and report any potential safety, security, housekeeping, general maintenance and other needs appropriately and in a timely manner.
Verify patient appointment in Epic.
Arrange wheelchair transportation or escort as documented on the Mobility Indicator.
Personally provide wheelchair transport and/or escort assistance for outpatient clinic visits when deemed necessary.
Screen for COVID and visitation restrictions.
Create and issue temporary ID badges for visitors using Readiness Rounds software system.
Ensure visitor protocols are followed by those who enter, advocate for exceptions on behalf of patient/family as necessary.
Dress neatly and professionally at all times to project an air of responsibility and assurance at all times; maintains consistently courteous and respectful interactions with a diverse community/audience.
Perform a full range of guest relations functions including assisting patients with transportation calls, bus schedules, parking validation, deliveries, way-finding, and other requested information.
Provide appropriate Service Recovery gesture in alignment with protocols.
Appropriately and accordingly escalate concerns/complaints to the relevant department manager to ensure patient/guest needs are addressed.
Provide assistance, by phone, email and in-person, for visitors, guests, staff and learners who have lost items while on campus.
Accept found items that are turned into the Information Desks from multiple sources and enter the items into our tracking system to ensure proper recording of items.
Serve as a resource to Guest Services Volunteers.
Provide coaching and demonstrate a shared commitment to teamwork and an environment of patient and family centered care.
Act as an advocate and liaison for patients and their companions, coordinate with other departments to improve workflow, service and patient/family comfort.
REQUIREMENTS;
Ability to carry out written and oral instructions; knowledge of proper grammar, punctuation and spelling; knowledge of office procedures; strong interpersonal, communication and customer service skills and computer abilities.
Must be able to push adults in a wheelchair, lift up to 40 pounds, stand and sit for periods of time, and walk long distances.
Must demonstrate ability to maintain professional demeanor with patients, visitors and staff in high-stress situations.
PREFERRED REQUIREMENTS:
At least one-year prior work customer service experience or volunteer experience in a health care setting and/or a closely related setting; demonstrated written and verbal communication skills; skillful in interacting with diverse groups and individuals; demonstrates good judgment in prioritizing and resolving patient concerns.
HOURLY RATE:
$19 per hour
SCHEDULE:
Varied - 1st and 2nd shifts as needed, shift hours between 5:30am-12:30am
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