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MINIMUM QUALIFICATIONS :

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school Diploma or equivalent.

EXPERIENCE:

1. One (1) year experience with face-to-face communication with customer service interactions.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Demonstrates behavior consistent with WVU Medicine – CCMC’s iCare Values, Mission, Vision and Operational Model. Abides by the Standards of Performance, Dress Code, and all applicable hospital policies.

2. Responsible for the coordination of services and activities associated with the ED Lobby/Kiosk area, North Tower Information Desk, South Tower Same Day Care Registration and Waiting Room Area, and North Ground Registration desk.

3. Responsible for the “Arriving” registration process of Same Day Care patients including Surgery, PAT, Cath Lab and Endo while directing others to appropriate locations of service.

4. Works in an anonymous environment with minimal supervision.

5. Demonstrates critical thinking in activating Hospital Emergency Response (Code Blue, Rapid Response, Stroke alert, etc.) in emergent situations.

6. Serves as a liaison between consumers of healthcare services, administration and the medical staff.

7. Serves as the point of contact for referral to many services such as pastoral care, social services, patient advocate, etc.

8. Supervises the activities of the volunteers assigned to support the areas served.

9. Identifies and utilizes the appropriate resources to deal with conflict, while demonstrating the competency of composure and command skills to ensure timely resolution to issues presented.

10. Facilitates communication between departments to ensure timely resolution.

11. Demonstrates ability to perform and completes yearly competencies as determined by Guest Relations management team.

12. Knowledge of or willing to learn locations and an overview of the departments of the organization.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Cognizant of environmental factors, infection control issues and maintains a safe environment.

SKILLS AND ABILITIES:

1. Must maintain a professional appearance while demonstrating exceptional communication skills (i.e. verbal, non-verbal and listening).

2. Ability to be scheduled for work based on operational needs of the hospital.

3. Possesses the ability to deal tactfully and harmoniously with guests.

4. Must be highly motivated, dependable and organized

5. Must be able to demonstrate good judgment, maturity and a tactful, assertive personality

6. Ability to establish good communication with patients, family members, staff members and the community

7. Possess the ability to mentor and train employees to job duties

8. Demonstrates knowledge of and follows correct chain of command in handling challenges and issues, including crisis situations

9. Ability to organize and prioritize time and tasks to achieve a well-coordinated work effort and to effectively meet work schedules including an ability to integrate multiple factors which may have an impact on patient care

10. Knowledge of Medical Terminology.

11. Basic Computer Skills.

Scheduled Weekly Hours:

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