PATIENT INFO PATIENT INFO CLERK Bilingual Spanish

GENERAL SUMMARY:

To greet and receive visitors and callers as they enter the hospital main entrance to determine the nature of their business and direct them to their appointed destination in the facility. Provide courteous, friendly and enthusiastic reception of all people entering the hospital main entrance. Efficient and accurate handling of requests for information and for directions to hospital and outpatient services locations. Provide information to limited English proficient patients.

ESSENTIAL FUNCTIONS AND DUTIES:

• Greet, direct, and assist all persons coming to Mount Sinai Hospital in a professional, efficient, and courteous manner.
• Distribute visitor passes according to established policies and procedures.
• Provide visitors with accurate directions to desired hospital and/or outpatient service locations. Provide directions for visitors in the lobby areas during a DR. RED or other EMERGENCY.
• Maintain up-to-date knowledge on visitor policies and restrictions and assure adherence to these policies in the performance of duties and functions.
• Request visitor's identification as required by circumstances outlined in the Patient Information/Lobby Services Policies.
• Assist nursing staff with visitor compliance of visiting hours for all inpatient units.
• Answer, screen, and direct incoming phone calls in prompt (answer by the 3rd ring), courteous and professional manner.
• Announce visitors to Administrative Offices and, specifically to other departments or nursing units that have visitor restrictions due to patient confidentiality
• Refer patient/visitor concerns or issues to Patient Information Department and/or Nurse Supervisor, if Patient Information staff is unable to resolve the problem.
• Project a professional appearance at all times. Adhere to dress code policy which require neatly groomed hair and wearing a clean, pressed uniform, proper shoes, and visible hospital identification badge. Use positive body language, which is reflected by good posture, a smile, and eye contact with all persons entering the main lobby.
• Communicate consistently in a warm, friendly tone and courteous manner. Use words that customers like to hear, such as "Certainly", "I'll be happy to", "My pleasure".
• Anticipate needs and make decisions with the customer (patient, visitor, and employee), in specific job duties. If required help cannot be directly provided, find the person that can help.
• Maintain up-to-date knowledge of services offered at the hospital and of service locations in order to provide appropriate directions to visitors and patients.
• Demonstrate knowledge of hospitality principles and excellent customer service skills.

MINIMUM EDUCATION:

High School diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.

MINIMUM WORK EXPERIENCE:

• Must be Bilingual English/Spanish, English/Russian, English/Polish.
• Excellent customer service skills essential.