GIRMC Customer Care Assistant

GENERAL SUMMARY:

Welcomes guests, determines individual needs and responds appropriately. Responsible for arranging for or providing direction/way-finding information or escort/transport to appropriate locations in the facility. Ensures guest safety and satisfaction.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Greets and acknowledges all guests.

3. *Assesses guest's needs and responds appropriately.

4. *Resolves crisis situations; initiates incident report process.

5. *Finds solutions for complex questions or guest concerns.

6. *Coordinates escort/transport needs received from Medical Center areas and physician offices via Vocera communication system.

7. *Operates wheelchairs to ensure the safety of the passenger at all times.

8. *Follows emergency procedures as appropriate.

9. Serves as a resource for internal/external customers to create an environment that fosters outstanding customer service.

10. Performs other Customer Care Program related duties as assigned (i.e. order supplies, update directories).

11. Participates in meetings, committees and department projects as assigned.

12. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of customer service philosophies and practices.

2. Knowledge of all medical center facilities and services, locations and assigned personnel.

3. Knowledge of the Grand Island community including locations of and access to commercial retail and social services.

4. Knowledge of computer hardware equipment and software applications relevant to work functions and ability to operate a computer.

5. Ability to communicate effectively on the phone, in-person and in writing.

6. Ability to assess and follow through with communication needs and utilize resources as needed.

7. Ability to assess and follow through to ensure that guest needs are met.

8. Ability to exercise courtesy and professionalism in all interactions.

9. Ability to maintain confidentiality relevant to sensitive information.

10. Ability to establish and maintain effective working relationships with all levels of the general public, community, retail and service providers, medical center personnel, medical staff, volunteers and ancillary departments including diverse patient populations.

11. Ability to analyze problems, identify needs and priorities and implement effective work resolutions.

12. Ability to stand and/or walk for extended periods of time.

13. Ability to transport individuals in a wheelchair.

14. Ability to practice proper body mechanics to ensure personal and customer/patient safety.

15. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High School diploma or equivalency required. Minimum of one (1) year experience in customer service or medical environment requiring frequent public contact required.

OTHER CREDENTIALS / CERTIFICATIONS:

None

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)-Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or a greater than negligible up to 10 pounds of force constantly to move objects