Welcome Services Representative

Hennepin Healthcare; Minneapolis (MN); On-site; USD 35,000 - 45,000; Full time

Job summary

Hennepin Healthcare is seeking a Customer Service Representative to work in Welcome Services. This role involves providing timely information to patients and their families and requires excellent communication skills. You will conduct COVID screenings, assist visitors, and manage inquiries.

The ideal candidate should have at least a high school diploma and experience in customer service. Knowledge of Microsoft Office is essential. Join us in delivering compassionate care and supporting our patients' experience.

Qualifications

• One (1) year of office customer service experience.
• Heavy telephone and customer interaction experience.
• Proficiency in English reading, writing, and speaking.

Responsibilities

• Provides accurate and timely information to patients and families.
• Conducts COVID screening at all Information Desks.
• Processes visitor requests and assists with way-finding.

Skills

Excellent verbal communication skills

Proficiency with computers and commonly used programs

Compassionate and dependable

Ability to relate well with people of various backgrounds

Excellent organizational skills

Education

High school diploma

Tools

Microsoft Office

Job description

Job Details

Department: Welcome Services
FTE: 0.70 (56 hours per pay period)
Work Hours: 11:30 AM - 8:00 PM
Shift(s): Days/Evenings/Every Other Weekend
Shift Length: 8 hours
Location: In‑Person

Purpose

Using excellent customer service skills, works independently and as a team to welcome and assist patients, families, and visitors entering the medical center. Provides accurate and timely information in person or over the phone to patients and family/visitors and staff. Requires considerable knowledge, experience, judgment, emotional intelligence, and ability to problem solve and communicate effectively with patients, visitors, vendors, and staff. As the first and last point of contact, helps create an atmosphere in the medical center that is efficient, calm, caring, and supportive of the Centered Around You guiding principles for patient‑family‑centered care.

Responsibilities

• Provides accurate and timely information in person or over the phone to patients, families, visitors, and staff.
• Conducts COVID screening at all Information Desks across the downtown campus.
• Requests all visitors wear the proper PPE while on downtown campus.
• Ensures PPE is readily available at all public entrances where Info Desks are located.
• ED & inpatient visitor processing in accordance with visitor policy guidelines.
• Facilitates arrival of compassionate care visitation.
• Facilitates arrival of families for patient care conferences.
• In a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon demand.
• Collaborates with volunteer services and hospital ambassadors to support expanded coverage of the welcome desks.
• Coordinates and partners with other departments facility‑wide to facilitate patient and visitor needs as necessary (interpreter services, transportation, security, etc.).
• Operates electronic resources such as phones, pagers, vocera, and computers and needed programs (EPIC, the internet/intranet, and Microsoft Office).
• Processes 20/20 parking vouchers for extended inpatient families.
• Responds to inquiries from incoming calls and correspondence to answer questions and/or resolve problems.
• Exhibits excellent verbal communication.
• Performs routine office tasks and/or projects necessary for Patient Experience Services as needed by the supervisor.
• Functions as a hospital resource for patient/visitor questions concerning HHS services.
• May provide way‑finding assistance for all HHS patients/visitors by escorting them to desired destination.
• Maintains up‑to‑date and accurate resources (internal/external) applicable to patient information.
• Partners with departments and staff to provide information and facilitate connections for internal and external customers.
• Emergency response for events impacting lobbies where Information Desks are located.
• Supports Security enhancements and responses in common areas.

Minimum Qualifications

• High school diploma.
• One (1) year of office customer service experience.
• Heavy telephone and customer interaction experience, OR six (6) months of above experience plus completion of an approved business or technical school program.

Preferred Qualifications

• Three (3) years of clerical experience including one year of experience appropriate to customer service and/or healthcare or human services.
• Previous experience working in a healthcare setting.
• Fluency in additional language(s) besides English.

Knowledge, Skills & Abilities

• Proficiency with computers and commonly used programs (Microsoft Office, internet/intranet, etc.).
• Fluent in reading, writing, and speaking English.
• Compassionate and dependable.
• Excellent verbal communication skills.
• Ability to relate well with people of various backgrounds and at all levels of the organization.
• Excellent organizational skills.
• Commitment to delivering excellent customer service.