Required Behaviors:

•  As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission.

Required Qualifications:

• Maintain a professional appearance and demeanor
• Excellent customer service skills
• Team player
• Great with people
• Comfortable providing health screenings for our customers (as needed)
• Highly motivated
• Effective communication
• High School Diploma or higher
• Computer experience
• Always maintain confidentiality with patients, co-workers, volunteers, and visitors
• Possesses and demonstrates patience and tolerance

Preferred Qualifications:

• Self-motivated
• Detail oriented
• Excellent problem solver
• Experience in a healthcare setting
• Supervisory/Leadership experience
• Instructor/Trainer experience

Duties and Responsibilities:

CUSTOMER SERVICE:

• Greets every person who enters the hospital while delivering exceptional service with every encounter
• Meets and exceeds customer needs/expectations at every opportunity
• Assists customers in getting to their destinations at every opportunity
• Possesses knowledge of locations and services within the hospital and our campus to escort and properly direct customers
• Supports hospital initiatives and embrace change
• Assists with training, mentoring, and supervision of other staff at the Information desk (including volunteers)
• Diffuses difficult situations while meeting customer needs
• Handles difficult situations carefully using active listening and critical thinking; to resolve situations with the best possible outcome

SAFETY:

• Ensures safety and security for self, volunteers, visitors, and patients with the check in process
• Issues the appropriate visitation or procedure tags to every person who enters
• Conducts Health Screening of each person entering the hospital (should the need arise)
• Uses Infection Control procedures and maintains a clean work environment

PROCESSES:

• Thoroughly completes the daily Opening and Closing Checklist
• Accurately records items brought in to be delivered and/or donated; verifies the person is here before drop-off person leaves (such as florist) and completes the delivery log while ensuring correct person receives item and we have record of them receiving item(s)
• All paperwork is processed accurately and utilizes date, time, and location as needed (i.e., patient envelopes, paperwork, etc.) so that we can follow-up
• Assist with other projects as needed, as directed by Volunteer Services Manager, and/or the Volunteer Coordinator
• Stays current on all communication within our department and organization by reading all emails in a timely manner
• Take time to check the intranet for relevant information, along with verifying all assignments are current
• Always maintains confidentiality and privacy
• Understands and maintains boundaries with volunteers
• Participates in ongoing education among peers and utilizes education funds to improve skills and opportunities

OVERSEEING VOLUNTEERS AT THE INFORMATION DESK:
 

Training Volunteers:

• Verifies current training status of volunteers who are on duty each day and assists in advancing/completing the training during their shift (everyone’s responsibility)
• Uses Information Desk Training Checklist while completing timeline as outlined
• Ensures wheelchair training is completed within set timeframe; restricting volunteers from operating a wheelchair until they receive full training and certification
• Completes ALL wheelchair education utilizing the following tools: Wheelchair Instructions, Training Outline and Wheelchair Tour
• Properly instructs and demonstrates procedure for delivering personal belongings and deliveries for patients and staff
• Models excellent customer service skills to ensure that volunteers will do the same

Supervising Volunteers:

• Monitors volunteer schedule and follows-up with phone call if volunteer does not arrive for shift
• Communicates concerns regarding volunteers to coordinator or manager
• Assigns tasks from Daily Task List or other projects to ensure volunteers are productive
• Identifies opportunities for volunteer engagement as needed
• Hold volunteers accountable for their actions, activities, whereabouts, etc.
• Keep volunteers engaged and redirect as needed
• Continuous training and reinforcement such as service, telephone etiquette, documentation, etc

OTHER DUTIES:

• •Each caregiver is responsible for implementing SJRMC’s Service Standards into their daily work

                                                     Safety, Courtesy, Effectiveness, and Stewardship

• Other duties as assigned

Physical Demands and Environmental Work Conditions:

• Be aware of surroundings to offer outstanding service and focus on safety
• May encounter prolonged sitting
• Extensive amount of standing
• Transport patients and visitors
• Ability to lift a minimum of fifteen (15) pounds
• Ability to walk significant distances each day
• Ability to work in a high traffic area and deal with noise and frequent interruptions
• Wear a mask for prolonged periods (as needed)
• Variable temperature changes in work area, dependent on weather, traffic, etc