Part Time Waiting Room Attendant

Memorial Health System; Springfield (IL); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated individual to enhance patient care through effective communication and support in the surgery waiting room. This role emphasizes the importance of customer service, ensuring family members are informed and comfortable during their wait. The ideal candidate will embody the values of safety, courtesy, quality, and efficiency, contributing to a positive environment for both patients and their families. If you thrive in a dynamic healthcare setting and are passionate about helping others, this opportunity could be the perfect fit for you.

Qualifications

• High school diploma required.
• CPR certification within 30 days of job placement.
• Two years of experience in customer service preferred.

Responsibilities

• Provides updates to family members in the surgery waiting room.
• Monitors customer satisfaction and addresses issues.
• Maintains confidentiality and professionalism.

Skills

Customer Service

Communication Skills

Computer Skills

Problem Solving

Education

High School Diploma

Tools

Microsoft Office

Multi-line Phone System

Job description

Overview

Hours : Mon - Fri 3:30pm - 7:30pm

Provides concise, updated communication to family members in the surgery waiting room. Provides information regarding directions and location of specific services. Proactively works to resolve all questions, concerns and assistance needs to the customers’ best interest. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

Qualifications

Education:

· High-school diploma required.

Licensure/Certification/Registry:

· CPR certification required to be obtained within 30 days of job placement.

Experience:

· Two years’ demonstrated experience in customer service, business office environment, healthcare-related office or a communications center preferred.

Other Knowledge/Skills/Abilities:

· Computer skills that include Email, Internet, Microsoft Office, and the computer background to learn new programs based on the needs of the department.

· Demonstrates excellent customer service skills and communication skills (in person, in writing, and via phone), maintaining a positive attitude, and providing emotional support.

· Ability to read, understand and follow oral and written instructions.

Responsibilities

Performs waiting room duties according to established procedures and specific instructions of supervisor:

• Checks in the family members of patients for notification of progress updates.
• Serves as a resource and guide for the family members of patients in the waiting room.
• Proactively monitors customer satisfaction and addresses any issues or complaints with appropriate personnel/supervisor.
• Reports any maintenance or housekeeping issues to Environmental Services.

Interacts with a variety of hospital personnel, patients, and visitors in a manner that enhances delivery of patient care and promotes positive relationships:

• Performs hourly rounding.
• Performs duties as a team member, integrating activities with those of fellow employees & physicians.
• Welcomes and directs visitors courteously.
• Answers telephone promptly and identifies unit, self, and job title. Places phone calls upon request.
• Uses paging system for physicians, anesthesiologists, and other personnel.
• Behaves in accordance with hospital guest-relations programs, goals, and MMC Statement of Values.
• Maintains confidentiality of patients and their families.

Processes and communicates information accurately and clearly according to established procedure:

• Identifies and sets priorities for received information.

• Operates hospital computer terminals correctly.
• Operates multi-line phone and several phones efficiently and effectively.

• Operates and maintains normal office machines with care and efficiency.

Requisitions services and maintains supplies and equipment for unit according to need and cost-containment objectives, including placing supplies in proper location and maintaining adequate supplies of required OR forms.

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.
• COURTESY: Serve Others - I treat others with dignity and respect. I project a professional image and positive attitude.
• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance. I work with others to achieve superior results.
• EFFICIENCY: Reduce Waste - I use time and resources wisely. I prevent defects and delays.

Assists in promoting efficient functioning of the unit in the interest of patient care.

• Complies with hospital and departmental policies, procedures, and behavioral expectations.
• Follows designated lines of communication and authority in department.
• Assists with maintaining a neat and professional environment.
• Assists in on-the-job instruction to new trainees.
• Attends 65 percent or a minimum of 6 unit-staff meetings per year, whichever number is greater. Seeks excused absence from supervisor when needed.
• Meets punctuality and attendance expectations.
• Consistently utilizes time and resources effectively and efficiently.
• Cooperates with all members of the health care team.
• Maintains personal cleanliness and appearance.
• Accepts responsibility for accurate and timely completion of tasks as assigned.

Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.