Information Desk Representative, flexible hours, Lincoln

JOB DESCRIPTION
JOB TITLE:  Information Desk Representative                                      Job Code: 880393
Immediate Supervisor: Volunteer Resources Supervisor                                    Status:  Non-exempt


DEPARTMENT FUNCTION/JOB OVERVIEW

Provides customer service to all entering Madonna facilities as the first source for directions and assistance to those in need.  Provides directions and guidance and information to visitors, patients, residents and staff and external parties with excellent customer service displaying Madonna hospitality with a friendly demeanor.  Primarily performs basic duties which includes in-person direct verbal communication as well as by telephone following Madonna confidentiality policies and HIPAA regulations. Completes active screening  to all individuals entering the facilities, ensuring Madonna procedures are followed including masking.  Responsible for providing kiosk assistance if/when used, no-touch temperature checks, and general assistance for employees, patients, vendors, caregivers, visitors and others entering the facility for a variety purposes. May be asked to provide assistance with special projects and events on occasion.  Assists with ensuring packages, flower, and food deliveries are communicated and picked up by appropriate parties or delivered by external delivery services in a timely manner. Assists with training other staff and volunteers as assigned. Responsible for delivery of quality service including internal/external customer satisfaction by upholding Madonnaâ??s mission and Core Values. 

ESSENTIAL FUNCTIONS

(INFORMATION)

1. Provides Madonna required screening procedures, included but not limited to proper masking.  Provides general information to patients, vendors, caregivers/visitors and employees and all others entering the facility to help with way-finding.
2. Maintains confidentiality of patient and other Madonna information following Madonna policies, procedures and HIPAA regulations.
3. Responds to emergency codes using proper procedures assisting others in the area to do the same.
4. Maintains knowledgeable about Madonna through reading of the Madonna Hub, Independent, checking the information book and other information offered by Madonna.
5. Keeps area neat, clean and organized.
   May complete clerical or project work as assigned by supervisor.
   
   (PEOPLE)
6. Greets people and verbally shares appropriate authorized information.  Provides guidance to patients, visitors and Madonna staff and all others in a pleasant and friendly as well as informed manner.
7. Performs various tasks such as taking messages or giving directions/instructions, to internal and external parties.
8. Provides assistance to volunteers.
9. Assist with training other staff and volunteers as assigned.
10. Follows instruction from supervisor to perform other functions as assigned in order to achieve the goals of Madonna.
    
     (THINGS)
11. Answers telephone and makes telephone calls in order to efficiently relay calls or messages to others.
12. Operates screening tools as required including thermometers (ultraviolet as well as manual) or other screening tools as assigned.
13. Assists with packages, flowers, and other items delivered to ensure timely pick up or delivery to appropriate parties
14. Maintains and ensures a safe and clean environment.  Handles and operates all necessary equipment and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.
    
    
    PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS
    
15. This position is performed indoors.
16. Frequent and/or continual sitting throughout work shift with some variation dependent upon customer needs.
17. May involve some standing  Frequent handling of papers, pens, basic skills to operate computer for patient room information, screening kiosk when applicable, telephone, with simple grasping.
18. Frequently talking and hearing ordinary tones for conversational speech in person or on the telephone.
19. Frequent repetition for projects if assigned; frequent interruptions or activity due to individuals entering and leaving the facility.
20. Must be able to adjust to shifting priorities and handle customer service with sensitivity as well as collaboration with others and supervisor in the facility when needed.
21. Requires sufficient sight to see and read reports, printed materials and computer screen.
22. Requires sufficient hearing and speaking to communicate effectively by telephone or in person verbally.
23. Must demonstrate a friendly smile and approachable demeanor at all times.
24. Must be able to be within close proximity of angel dogs entering and within the facility as well as close proximity to flower fragrance  throughout the year.
25. Must be able to respond to emergency situations and direct others in the area in order to comply with emergency preparedness or unforeseen circumstances in a calm and helpful manner.
    
    
    QUALIFICATIONS (Education/training and/or Experience)
    
    High School diploma or equivalency required. Experience in information desk, receptionist, customer service or medical environment requiring frequent public interaction preferred. Must have excellent customer service and problem solving skills.  Excellent communication skills required including verbal, (in person or by telephone), and written clarity.  Must be able to work independently, as well as in collaboration with others.  Must have the ability to operate standard office equipment and basic computer access.  Must be able to work with the public without adverse reaction in a variety of situations.  Must interact in a positive and friendly informed manner at all times with staff and public, either in person or by telephone. Must be at least 18 years of age.    
    
    
    
    
    Background checks are conducted.  When specific authorization forms are requested so that full background and history can be obtained, employees/applicants must sign the form(s) requested.