Clerk III - Guest Services (50%)

Iowa Health Care Department of Guest Services is a vital entity within the University of Iowa's esteemed health care system. Known for its commitment to providing exceptional patient care and support services, UI Health Care continually seeks to uphold its reputation as a trusted health care provider in the region. The Department of Guest Services plays a crucial role in this mission by serving as the welcoming face for patients, families, guests, and staff at various Information Desks throughout the hospital. They are dedicated to creating a positive and supportive environment while maintaining high standards of professionalism and customer service throughout the health care experience.

The position of Clerk III, at 50% employment, offers a unique opportunity to become an integral part of this frontline team. Scheduled hours are flexible and may occur between 6:00 AM and 8:15 PM Monday through Friday, as well as 7:00 AM to 6:00 PM on weekends and rotating holidays, with additional hours available as needed. This role requires a candidate who can work under general supervision, demonstrating exceptional customer service skills while welcoming and assisting patients and guests. The Clerk III will be stationed at one of several Information Desks, providing directions, information about hospital services, amenities both over the telephone and in person, and ensuring compliance with hospital policies regarding patient privacy and confidentiality.

In this role, the Clerk III handles same-as-cash transactions, implements service recovery protocols to address and resolve guest concerns, and maintains a calming and professional presence to manage the often fast-paced and dynamic environment of health care. Responsibilities also include answering telephone inquiries, transferring calls appropriately, assisting patients with wheelchairs, arranging patient and guest transport requests through the Epic system, managing lost and found items, coordinating deliveries, and managing valet transactions using the CVPS electronic valet system. This array of duties demands excellent communication, attention to detail, multitasking skills, and the ability to maintain confidentiality in line with HIPAA regulations.

Applicants are expected to bring a combination of clerical office experience, education, or training equivalent to two years of full-time employment. Public contact experience and customer service skills are essential, and desirable qualifications include cash handling experience and the ability to demonstrate exceptional service excellence in a fast-paced setting. Candidates must possess a professional presence, be proficient with computer software and office equipment, and able to remain stationary during work shifts.

This position underscores the importance of hospitality and efficient information management in a healthcare setting, reflecting the University of Iowa’s commitment to patient-centered care and operational excellence. Candidates interested in joining a diverse and impactful health care team are encouraged to apply and demonstrate how their skills and experience align with the rigorous demands of this vital role.