Hospitality Liaison

SUMMARY:
• Welcomes all visitors, patients, employees into the hospital.
• Assists with transportation needs when necessary.
• Assists patients into and out of wheelchairs, private vehicles when needed.
• Provides directions to various hospital departments and assists visitors by walking them to various hospital departments when necessary.
• Ensures every person that enters through the front lobby is warmly welcomed and greeted with a positive attitude and smile.
• Actively listens for visitor/patient complaints and addresses immediately or contacts a member of management to address.
Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.
In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:
• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate
RESPONSIBILITIES:
KEY RESPONSIBILITIES:
• Assists with patient/visitor transportation needs when necessary.
• Assists patients into and out of wheelchairs, private vehicles when needed.
• Provides directions to various hospital departments and assists visitors by walking them to various hospital departments when necessary.
• Ensures every person that enters through the front lobby is warmly welcomed and greeted with a positive attitude and smile.
• Actively listens for visitor/patient complaints and addresses immediately or contacts a member of management to address.
• Performs some clerical duties such as accessing the computer to verify a patient location, folding brochures, working with marketing.
• Keeps the lobby and ER waiting rooms neat and orderly. Contacts housekeeping when needed.
Management of Time and Resources:
• Completes work assignments within an acceptable time frame.
• Uses time and resources to the best possible advantage for successful completion of job responsibilities.
• Develops and maintains efficient working relationships.
• Is reliable in respect to attendance.
• Is Reliable in respect to punctuality
• Recognizes the importance of team efforts and partners with others to achieve positive outcomes.
Quality:
• Is part of a team effort to insure quality customer service.
• Offers creative solutions or alternatives to issues or concerns.
• Produces quality results.
• Continually strives to improve the quality of work.
• Accepts responsibility for all work performed and takes appropriate corrective action as needed.
MINIMUM QUALIFICATIONS:
REQUIRED QUALIFICATIONS:
• Previous strong customer service background preferred.
• Must demonstrate positive attitude and desire to assist customers.
• Previous experience in healthcare environment preferred.
• Ability to work independently.
• Must be flexible
• Is cooperative in interactions, treating customers with courtesy, respect, and compassion.
• Is patient when responding to questions and answers questions appropriately
• Responds to requests in a timely manner.
• Handles interruptions in a skillful way.
• Maintains a professional appearance and demeanor.
• Strives to prevent/resolve customer concerns to the customer's satisfaction.
• Is responsible for ongoing development of his/her work skills through the use of available resources (i.e.: inservices, formal educational programs, other work groups and on-the-job training).
• Attends and participates in staff meetings and inservices and/or reviews documentation as required.
• Recognizes and seeks assistance/consultation when appropriate.
• Listens for complaints or issues from visitors and/or patients and forwards this information to members of administration for correction.
• Demonstrates an understanding of relative Hospital and all-departmental policies and procedures including safety issues.
• Possesses awareness of programs/services provided by Hospital and where they are located.
EDUCATION:
• High School Diploma
Pay Range:
$18.25-$26.58
Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.
Location:
Morton Hospital - 88 Washington Street Taunton, Massachusetts 02780
Work Type:
per diem
Work Shift:
Variable
Driving Required:
No
Union:
1199 Seiu United Healthcare Workers East