Concierge - Public Service Representative 3

OHSU Customer Service Representative

OHSU is Oregon's only public academic health center. We are a system of hospitals and clinics across Oregon and southwest Washington. We are an institution of higher learning, with schools of medicine, nursing, pharmacy, dentistry and public health and with a network of campuses and partners throughout Oregon. We are a national research hub, with thousands of scientists developing lifesaving therapies and deeper understanding. We are a statewide economic engine and Portland's largest employer. And as a public organization, we provide services for the most vulnerable Oregonians, and outreach to improve health in communities across the state.

This position provides the highest level of customer service to guests, ensuring their needs are met in a warm, timely and professional manner. Serves as the forward facing presence at primary entry points throughout OHSU. This role is responsible for providing those we serve with information, supporting daily operational needs, and ensuring issues are escalated and addressed in a timely manner to maintain a welcoming and safe environment for everyone.

Function/Duties of Position

Information Services

• Greets patients, visitors and employees at points of entry into OHSU hospitals and clinics in a professional and courteous manner.
• Provide information about OHSU services and programs, which include explanations of processes to obtain services, services available, procedural information related to the provision of services, contact departments for additional assistance as needed.
• Answers patient information telephone lines, responds to requests for information (e.g., directions to the hospital, phone numbers to clinics, connecting operating room staff to families, etc.) and routes calls appropriately.
• Utilizes computer systems to access patient information such as appointment times, room location, clinic location, etc. and releases information according to HIPAA guidelines.
• Provides information about local hotel arrangements, long-term housing, transportation, business services, entertainment, restaurants, and leisure activities.
• Maintains and applies knowledge of our facilities for assisting our patients, employees and guests in navigating the physical and functional environment.
• Provides high quality customer service to both external customers (patients, visitors, medical transport, mortuary services, etc.) and internal customers (OHSU health care providers and staff).
• Assists public with explanation and clarification of policies and procedures.

Support Services

• Support various departments, including, but not limited to Admitting, Central Check In, OHSU Visitors and Volunteers, Access Checkpoints and Decedent Affairs with specific processes such as arriving patients, deploying Guide Volunteers to assist with patient or staff needs, and verifying patient information.
• Assist mortuary representatives with directions to morgues. Review completed forms for accuracy.
• Provide patients and visitors with wheelchairs and escalates transportation needs to the appropriate internal (i.e. Hospital Transportation) or external resource (i.e. Ride to Care). Staff may be asked to assist with pushing patients in wheelchairs.
• If licensed, may provide notary services to OHSU guests and staff.

Safety and Quality

• Maintains familiarity with Public Safety policies and stays current on appropriate actions in the case of an emergency or disruption.
• Explain and apply OHSU Patient Visitation Policy and unit specific guidelines. Escalate exceptions when appropriate.
• Serves as "person in charge" as assigned by Environmental Health and Safety in the event of an emergency and/or evacuation.
• Observes behavior of guests and staff and escalates concerning behavior or issues to appropriate staff and/or department, as needed.
• Maintains a calm demeanor at all times regardless of the situation and responds to disruptions in a professional manner involving appropriate staff and/or taking safety measures when intervention is required.
• Circulates the lobby or waiting area proactively identifying and responding to needs and maintaining cleanliness of the area.
• Ensures work area and desks remain clean, and stocked with necessary supplies and resources to support daily operations and services provided.
• Participate in classroom and on-the-job trainings as it pertains to the position and OHSU Core Competencies.

Required Qualifications

• Two years of experience in customer service relations one year of which must have included interpretation and explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

Job Related Knowledge, Skills and Abilities (Competencies):

• Must have demonstrated record of reliable attendance, punctuality and proven successful performance in past and present positions.
• Exhibits a friendly and outgoing demeanor
• Demonstrates excellent customer service skills and professionalism in all interactions, including face to face, phone, and written communications
• Demonstrates critical thinking and problem solving skills
• Ability to stay organized and prioritize duties when faced with competing priorities
• Cultural competency and ability to accept and relate to other cultures, histories and traditions. Includes the ability to interact effectively with people of diverse cultures/ethnic backgrounds.
• Must have the ability to understand, communicate with, and effectively interact with people across cultures.
• Possesses excellent interpersonal, written and oral communication skills
• Demonstrated experience in cultivating and fostering working relationships internally and externally
• Displays an ability to maintain a calm presence when faced with conflict, and demonstrates conflict resolution skills
• Proficient in utilizing computer hardware and software technology, including MS Office Suite

Preferred Qualifications

• High School diploma
• Six months of work experience in a healthcare setting including high volume direct patient contact; OR
• One year of work experience with high volume direct public contact
• Experience with EPIC or other patient information software
• Understanding of process improvement methods

Additional Details

Hours of work: Variable from 5:00am-9:00pm, including occasional weekends. Locations vary between Marquam Hill and South Waterfront locations.

Benefits:

• Healthcare Options - Covered 100% for full-time employees and 88% for dependents, and $25K of term life insurance provided at no cost to the employee
• Two separate above market pension plans to choose from
• Vacation- up to 200 hours per year depending on length of service
• Sick Leave- up to 96 hours per year
• 8 paid holidays per year
• Substantial Tri-met and C-Tran discounts
• Additional Programs including: Tuition Reimbursement and Employee Assistance Program (EAP)

Why Apply to OHSU?

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.

All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu