1-3 years of experience
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Employment Type:
Full time
Job Category:
Administrative Assistant - Guest Services
(This job is no longer available)
William Backus Hospital | Hartford, CT
Grad Date

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Job Description

Excellence, Safety, Caring, Integrity….What do you value?

Join us at Hartford Hospital as we live our values every day. As part of Hartford HealthCare we create a better future for healthcare in Connecticut and beyond. By embodying these values we have become nationally respected for patient care and most trusted for personalized coordinated care. Come be part of something special!

Hartford Hospital is one of the largest and most respected teaching hospitals New England. We are a Level 1 Trauma Center that provides cutting edge treatment to its patients. This is made possible by being home to the largest robotic surgery center in the Northeast and the Center for Education, Simulation and Innovation (CESI), one of the most-advanced medical simulation training centers in the world. When hospitals cannot provide the advanced care, expertise and new treatment options their patients require, they turn to us.

Job Summary:

This is a front-line, first impression position requiring a person who is customer-service oriented with a professional and positive attitude and image; while promoting a positive customer / patient experience. Exceed customer expectations and promote a high rate of customer satisfaction by providing a warm, friendly atmosphere to all customers entering the Hospital. Maintains effective, positive customer service relationships by responding to customer needs, resolving conflicts, and seeks out opportunities to educate customers on internal procedures, expectations and resources. Uses patient information database system to access and to query patient information and provides information to the public according to departmental procedures and confidentiality standards. Optimizes the use of resources and tools to effectively and efficiently service the needs of our customers. Responsible for providing database management, administrative support and performing all related duties in a manner that ensures superior customer satisfaction. Works effectively with other departments to create and promote a healthy, high preforming work environment. Effective communication skills, self-directed, with a spirit of team support and success, curiosity and ownership, flexibility and a consistent demonstration of our H3W Leadership Behaviors. Follows instructions and procedures to perform tasks as assigned effectively.

* Provide efficient, accurate, and timely administrative support to contribute to the success of the Guest Services department which consists of the following services: Hospital Lobby Information Desks, Visitor Badge Managed Access, Hudson Suites & Dorms, Surgical Family Lounge, Interpreting & Hearing Impaired Services, Patient Lost & Found, Patient Reimbursements, Patient Belongings and Patient E-Greeting Cards.
* Keeps the customer updated on the status of their service request, communicating via phone, email follow-up, validating customer understanding and approval. Effectively manage customer relations to ensure consistent quality service is being delivered. Identify, research, and resolve customer issues.
* Adheres to the practice of confidentiality (HIPAA and other state/federal regulations) regarding patients, families and staff.
* Requires effective organizational and interpersonal skills needed for anticipating and reacting to various needs of our visitors and hospital staff. Ability to multi-task and address multiple priorities simultaneously.
* Performs all tasks with attention to detail, accuracy and timeliness. Utilizes all tools and resources effectively and efficiently to service the needs of our customers.
* Utilizing sound judgment identifying risk and safety concerns and triaging appropriately.
* Escalates unresolved customer issues in a timely manner.
* Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.
* Perform other related duties or special projects related to activities or initiatives as assigned by department management. Assumes responsibility for self-improvement.
* High school diploma or GED required. Additional 1-2 years of higher education is preferred.
* 3-5 years of customer service experience in a healthcare customer service setting preferred.
* 2-3 years administrative support and database management experience preferred.
* Proficiency in Microsoft Office including; Word, Excel, PowerPoint and Outlook. Effective computer technology skills.
* Customer service expert.
* Creative, resourceful and results-oriented.
* High degree of confidentiality. Attention to detail.
* Ability to re-prioritize tasks, as needed, to meet the department and customer's needs & expectations.
* Ability to communicate clearly and concisely, both orally and in writing.
* Ability to work effectively under pressure in a high volume work environment.
* Demonstrates the ability to be organized and flexible in stressful situations.
* Ability to work independently with attention to detail yet uses good judgment in seeking advice when necessary.
* Required to come into work in adverse weather conditions, weekends, holidays and must be flexible to work various shifts whenever necessary to meet the business needs.
* Ability to sit for prolonged periods of time.