GENERAL SUMMARY:

Welcomes guests, determines individual needs and responds appropriately. Responsible for arranging for or providing direction/way-finding information or escort/transport to appropriate locations in the facility. Ensures guest safety and satisfaction.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Greets and acknowledges all guests.

3. *Assesses guest’s needs and responds appropriately.

4. *Resolves crisis situations; initiates incident report process.

5. *Finds solutions for complex questions or guest concerns.

6. *Coordinates escort/transport needs received from Medical Center areas and physician offices via Vocera communication system.

7. *Operates wheelchairs to ensure the safety of the passenger at all times.

8. *Follows emergency procedures as appropriate.

9. Serves as a resource for internal/external customers to create an environment that fosters outstanding customer service.

10. Performs other Customer Care Program related duties as assigned (i.e. order supplies, update directories).

11. Participates in meetings, committees and department projects as assigned.

12. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”. Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of customer service philosophies and practices.

2. Knowledge of all medical center facilities and services, locations and assigned personnel.

3. Knowledge of the Lincoln community including locations of and access to commercial retail and social services.

4. Knowledge of computer hardware equipment and software applications relevant to work functions and ability to operate a computer.

5. Ability to operate a telephone.

6. Ability to communicate effectively on the phone, in-person, and in writing.

7. Ability to assess and follow through with communication needs and utilize resources as needed.

8. Ability to assess and follow through to ensure that guest needs are met.

9. Ability to exercise courtesy and professionalism in all interactions.

10. Ability to maintain confidentiality relevant to sensitive information.

EDUCATION AND EXPERIENCE:

High School diploma or equivalency required. Minimum of one (1) year experience in customer service or medical environment requiring frequent public contact required.