This position is responsible for ensuring the smooth and efficient operation of the Information Desk by supervising volunteers and providing assistance to the community, patients, and visitors beyond the scope of volunteer staff, demonstrating a commitment to excellent customer service.
Ensure all guests are greeted cordially in a warm, hospitable manner.
Answer questions and give information and directions to guests.
Oversee delivery of patient mail and flowers, ensuring timely delivery and documentation.
Print daily meeting schedule and demonstrate knowledge of hospital events and locations.
Provide information for surgery families when volunteers are unavailable to provide the service.
Follow up with appropriate departments when questions or concerns arise. Provide information regarding local services (i.e. hotels, restaurants, taxi service, support agencies).
Collaborate with Patient Relations Manager to meet hospital service standards and implement customer service training for Information Service volunteers.
Collaborate with Safety/Security to identify and quickly report disturbances and unusual situations, including suspicious persons.
Assist with ensuring the Meditation Room and Whitney Lobby are available for guests, as appropriate.
Provide accurate information regarding hospital operations, policies, and procedures.
Be familiar with all departments and services provided by the healthcare system and communicate changes to the Information Service volunteers in a timely and effective manner.
Work with volunteers from the Service League, Career Pathway Program, and various agencies to ensure they are able to successfully complete all position requirements and/or learning objectives related to the Information and Wayfinder Services.
Provide an atmosphere of cooperation, compassion, and confidentiality for hospital staff, patients, and volunteers.
Utilize the skills and abilities of volunteers to meet the needs of the hospital while providing a meaningful experience for each volunteer.
Communicate volunteer staffing issues to Director.
Maintain a proactive approach to meeting the needs of our guests, staff, and volunteers and keep Director apprised of changes and concerns.
Support effective operations through proper orienting, training, evaluating, and coaching of Information Service volunteers as needed to ensure continuity of quality services and compliance with applicable laws and regulations.
Troubleshoot issues, concerns, and situations presented at the information desk using effective problem solving and conflict management skills, including the ability to refer unusual situations to Director, Administrative Supervisor, or Security and diffuse a situation until appropriate help can respond.
Troubleshoot computer problems at Information Desk, Service League Office, Sign-In Computer, and in the Gift Shop.
Submit work orders using Order Entry for lobby maintenance needs. Monitor Wayfinder activities using BedTracker software to assist in redirecting workflow or recommending staffing model changes to best meet hospital needs based on peak activity levels.
Accept and perform other related duties and responsibilities upon request.