Lead Guest Services Receptionist - Stamford Health

Job Description

Stamford Health is looking for a Full-Time (37.50/HR. Per week) Lead Guest Services Receptionist to work at our Tully Center.

Under the direction of the Guest & Patient Administrator, the Lead Guest Services Receptionist is primarily responsible for greeting and directing guests to their destinations. Sets the tone for outstanding customer service, assesses all internal and external guest needs and independently addresses questions and concerns by providing direction, support and information.

The Lead Guest Services Receptionist will be an expert in the Fast Pass Visitor Security System. They will be a liason with Security Solutions Inc., the vendor for the Fast Pass system. They will also generate utilization and visitor count reports on a monthly and, as needed, basis. The Lead Guest Services Receptionist will also serve as the Epic super user ambassador, mastering the Epic system and conveying that knowledge to the rest of the team. The Lead Guest Services Receptionist will also be in charge of other duties and special projects as assigned.

The Lead Guest Services Receptionist will also be responsible for the aesthetic upkeep of the main lobby, answering phones, transporting & escorting guests as well as delivering flowers and belongings.

The Lead Guest Services Receptionist is critical to our patient-centered environment. As one of the first touch points guests encounter, it is imperative to exhibit outstanding customer service skills and to display caring, kindness and respect in all interactions. Providing information, transportation and guidance with respect and compassion demonstrates our values and always putting guests first.

1. Subject matter expert and master of the operation and data collection for Fast Pass System. Work with Vendor on reporting, trouble shooting, enhancements and problem solving.
2. Epic Super User and staff trainer. Attend training classes and interact with Epic team members.
3. Set a tone of professionalism and calmness at the desk.
4. Visitor Exceptions and Restrictions. Stay abreast of ever changing restrictions and exceptions, making sure all current information is updated in binder, etc. Confirm with nursing units when necessary, alert security to potential threats, etc.
5. Enthusiastically and effectively receives, greets, and directs guests (patients, physicians, families and new employees to their destinations).
6. Effectively provides direction of phone calls to the appropriate patient, employee, physician or department.

Sets the example for outstanding customer service, and supervises volunteer staff to insure consistency in retrieving and communicating information to our guests' needs.

1. Delivers flowers and patient's belongings to appropriate destination.
2. Escorts or transports patients when appropriate to their destination.
3. Thorough understanding & knowledge of the Meditech system specifically as it relates to retrieving pertinent patient information.
4. Upholds and respects HIPAA laws when accessing patient information and makes necessary judgments regarding emergencies, crisis situations, patient expirations, and other confidentiality issues in accordance with hospital policies.
5. Stays abreast of facility changes, new or revised policies, procedures, and processes.
6. Responsible for creating and maintaining an overall clean, neat and positive environment in the main lobby and lounges; which includes the maintenance of plants, signs, easels, and reports any issues or concerns to the appropriate personnel.
7. Prioritizes assignments and completes responsibilities in a timely manner, conducting follow-up as necessary and assumes responsibility for assigned projects and follow through until completion.
8. Responsibilities will also include various projects assigned by supervisor or director.

Qualifications

• College degree is preferred
• Two or more years experience preferably in a healthcare setting performing similar duties.
• The ability to work well with individuals at all organizational levels, team members, other departments, patients, and the community is required.
• Experience with computer software such as MS Office or equivalent is required.
• Knowledge of database software
• Superior verbal, organizational, customer service and interpersonal skills required.

About Us

About Stamford Health

Stamford Health is a non-profit independent health care system with more than 3,800 employees committed to caring for the community through a wide range of high-quality health and wellness services. Patients and their families receive expert, compassionate care through the system's 305-bed Stamford Hospital; Stamford Health Medical Group, with more than 40 offices in lower Fairfield County offering primary and specialty care; a growing number of ambulatory locations across the region; and support through the Stamford Hospital Foundation.

Stamford Health is known for its expert, person-centered care through its many recognitions and partnerships. U.S. News & World Report has recognized Stamford Hospital as a High-Performing Hospital. The Centers for Medicare and Medicaid Services (CMS) rated Stamford Hospital as a five-star hospital for Overall Quality and The Leapfrog Group awarded Stamford Hospital an "A" for patient safety. The American Nurses Credentialing Center has granted Stamford Hospital Magnet Status, which recognizes superior patient care with the highest level of safety, quality, and patient satisfaction. Stamford Health is Planetree Gold-Certified for Excellence in Person-Centered Care and is a Certified™ Great Place to Work.

Stamford Health is a major teaching affiliate of the Columbia University Vagelos College of Physicians and Surgeons and has recently expanded its relationship with Columbia to offer treatment and expertise from Columbia University Irving Medical Center's nationally recognized heart surgeons. Stamford Health and Hospital for Special Surgery (HSS) have created a premier center for specialty orthopedic care right in Stamford, Connecticut. Additionally, in 2020 Stamford Health's Carl & Dorothy Bennett Cancer Center entered into an expanded collaboration with Dana-Farber Brigham Cancer Center.

Dedicated to being the community's most trusted health care partner, Stamford Health puts patients first to build long-lasting relationships. For more information, visit StamfordHealth.org. Like us on Facebook and follow us on Twitter, Instagram, YouTube, and LinkedIn.

About the Team

Why work for Stamford Health?

Stamford Health offers an extremely competitive salary with generous shift differentials where appropriate.

Our Total Rewards Program is ranked as one of the highest satisfiers based on our employee engagement surveys.

With over 100 transfers and promotions each year for the past 5 years, Stamford Health is a place for you to grow and develop your career. Many departments from Nursing to Information Systems and Rehabilitation have Career Ladder programs that foster career development.

Whether employees choose to live in the greater Stamford, CT area or commute from New York or Fairfield, we offer free convenient parking and free transportation from the Stamford train stations.

Our collaborative with Hospital for Special Surgery, and the Dana Farber Brigham and Women's Cancer Care Collaborative, connect us directly with world class expertise, research, resources and technology to put us at the forefront of patient care.

We have a robust Professional Development and Organization Development program that provides both clinical and non-clinical staff with the opportunity to develop and grow professionally.

For organizational leaders, we offer a comprehensive New Manager Orientation four times per year. Our program designed specifically for Stamford Health will help prepare today's and tomorrow's leaders for success with an innovative curriculum based on best practices. It will also enhance the skills of our leaders that bring their fresh leadership perspective from other organizations.