Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee assistance program
Training and Development
Employee Discounts
Job Description
MercyOne Medical Center is a leading healthcare institution renowned for delivering exceptional patient care through a compassionate and dedicated team. As a part of Trinity Health, MercyOne embraces a mission-driven approach focused on honoring the dignity of every individual it serves. The center prides itself on fostering a welcoming environment and promoting values of honesty, integrity, and collaboration. MercyOne continuously strives to advance person-centered care by integrating diverse perspectives and talents from its workforce, which makes it a premier choice for health-focused careers in a supportive and inclusive atmosphere. This employer is committed to equal opportunity, diversity, and inclusion, ensuring... Show More
Job Requirements
- High school diploma or equivalent
- Postsecondary education preferred
- Completion of Mandatory Reporter abuse training within three months of hire
- Minimum of 3 years of customer service experience
- Ability to work autonomously
- Basic computer skills
- Ability to read, write, and speak English fluently
- Valid driver’s license and ability to operate a variety of automobiles
- Experience working in a healthcare setting preferred
- Comfortable operating in a collaborative, shared environment
- Possess a personal presence characterized by honesty, integrity, and caring
- Ability to inspire and motivate others
Job Qualifications
- High School Diploma or equivalent required
- Postsecondary education preferred
- Completion of Mandatory Reporter abuse training specific to the population served within three months of hire
- Minimum of 3 years of customer service experience
- Emotional intelligence
- Proactive and inquisitive approach
- Resourcefulness and compassion
- Ability to work autonomously
- Basic computer skills
- Ability to read, write, and speak English fluently
- Valid driver’s license and ability to operate a variety of automobiles
- Experience working in a healthcare setting preferred
- Must be comfortable operating in a collaborative, shared environment
- Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health
Job Duties
- Works independently with direction from the Volunteer Services Supervisor using standards of customer service and culture, policies, and professional judgement
- Acts as liaison between the Patient Access/Registration, Information Desk Concierges, and volunteers
- Provides guidelines for department staffing needs and assists with department scheduling and coverage
- Collaborates with Manager to establish and enforce performance criteria for the Concierge Team
- Orients/trains colleagues in performance criteria
- Creates a warm and welcoming environment for all patients, families, visitors, and colleagues
- Models excellent customer service, interpersonal skills, and professional abilities when interacting with all persons
- Directs and guides patients and visitors to various sites, locations and areas within MercyOne Medical Center, along with offering resource materials and general informational assistance
- Exhibits the ability to work in a team environment and collaborate with a variety of professionals, patients and their families, colleagues, medical staff, and the public while performing duties
- Explains and assists in the implementation of hospital policies and procedures for visitors, patients, the public, and colleagues
- Assist in identifying and providing guidance in resolving operational issues
- Coordinate general information desk and Concierge activities
- Provides coverages for all areas within department to ensure appropriate staffing coverage at all times
- Assist in facilitating training of new hires and other training initiatives
- Assists with handling of non-clinical patient complaints
- Maintains inventory of front office supplies
- Demonstrates appropriate and effective written, verbal, and nonverbal communication
- Maintains confidentiality of information and abides by organizational compliance guidelines
- Participates in patient rounding and visitor rounding to ensure the best possible experience
- Acts as a liaison between patients and clinical staff as needed
- Maintains positive communication between the department, the organization, and key stakeholders
- Provide support to Kronos/UKG timekeeping application to ensure accurate reporting
- All other duties as assigned
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Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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