Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult and Pediatric Trauma Center and acute care hospital. The comprehensive healthcare system includes a 484 bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of primary and specialty care clinics in Minneapolis and in suburban communities. Hennepin Healthcare has a large psychiatric program, home care and hospice, and operates a research institute, innovation center and philanthropic foundation.

SUMMARY

We are currently seeking a Welcome Service Representative, casual to join our Welcome Services team. This is a casual role that will work on-site (Schedule: days, and rotating weekends). Due to being a casual position there are no regularly scheduled hours or benefits for this position.

Using excellent customer service skills, works independently and as a team to welcome and assist patients, families and visitors entering the medical center. Provides accurate and timely information in person or over the phone to patients and family/visitors, and staff. Requires considerable knowledge, experience, judgment, and ability to problem solve and communicate effectively with patients and visitors. Helps create an atmosphere in the medical center that is efficient, calm, caring and supportive of the Centered Around You guiding principles for patient- family-centered care.

Required COVID-19 Vaccinations for Employees

Hennepin Healthcare requires employees to be fully vaccinated against COVID-19. This includes all employees, volunteers, students, and contracted staff, with limited exemptions for medical or religious reasons.

RESPONSIBILITIES

• Provides accurate and timely information in person or over the phone to patients, families, visitors, and staff
• In a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon deman
• Collaborates with volunteer services and hospital ambassadors to support expanded coverage of the welcome desks to ensure HCMC provides a warm greeting, expert guidance and accurate information to patients and families
• Coordinates and partners with other departments facility-wide to facilitate patient and visitor needs as necessary (i.e., clinical departments, security, interpreter services, transportation)
• Operates electronic resources such as phones, pagers, vocera and computers and needed programs (EPIC, the internet/intranet and Microsoft Office, etc.) to complete required work and assist patients and families
• Responds to inquiries of customers from incoming calls and correspondence to answer questions and/or resolve problems
• Exhibits excellent verbal communication
• Performs routine office tasks and/or projects necessary for Patient Experience Services as needed by the supervisor
• Functions as a hospital resource for patient/visitor questions concerning HCMC services
• May provide way-finding assistance for all HCMC patients/visitors by escorting them to desired destination
• Maintains up-to-date and accurate resources (internal/external) applicable to patient information
• Partners with departments and staff to provide information and facilitate connections for internal and external customers
• Supports Security enhancements and responses in common areas

• High school diploma
• One (1) year of office customer service experience
• Heavy telephone and customer interaction experience

-OR-

• Six (6) months of above experience plus completion of an approved business or technical school program

Preferred Qualifications:

• Three (3) years of clerical experience including one year of experience appropriate to customer service and/or healthcare or human services
• Previous experience working in a health care setting
• Fluency in additional language(s) besides English

Knowledge/ Skills/ Abilities:

• Proficiency with computers and commonly used programs (Microsoft Office, internet/intranet, etc.)
• Fluent in reading, writing and speaking English
• Compassionate and dependable
• Excellent verbal communication skills
• Ability to relate well with people of various backgrounds and at all levels of the organization
• Excellent organizational skills
• Commitment to delivering excellent customer service

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.

Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.