Department: 38008150 Volunteer Services
Shift: Day/Evening (United States of America)
Hours: 32
Contract: Non-Union
Weekend Rotation: Every Other
Job Profile Summary: Promotes a positive, professional image of the hospital and provides exemplary customer service to patients and guests in a respectful, warm and professional manner. Provides hospitality, direction and escorts to patients and families in lobbies, surgical and other waiting areas. Directs and escorts patients and guests from main points of entry to various points of service, navigates the hospital and its multiple systems and departments in order to meet the needs of patients and guests and resolve their concerns.
Job Description:

Principle Responsibilities

• Provides exemplary customer service to patients and guests.
  • Performs and model the Guest Service Behavior Standards while adhering to department workflows.
  • Creates a welcoming environment as the first contact for patients and guests. Assists and provides information to the patients, guests, and staff.
  • Receives discharged patients from staff. Observes patient in a designated area and safely assists patients into vehicles.
  • Answers telephone and transfers calls as necessary.
  • Performs the three fundamental duties in Lobbies: Greet everyone who enters the hospital while utilizing key words identified in workflows, escort patients and guests to their destinations and at the end of all interactions asks "Is there anything else I can do for you before I leave"
  • Performs the three fundamental duties in Waiting Rooms: Round with guests while utilizing key words identified in workflows, oversee and support volunteer activities to meet guest needs and at the end of all interactions asks "Is there anything else I can do for you before I leave"
• Navigates the hospital and its systems in order to meet the needs of patients and guests and to resolve their concerns.
  • Guest Service team members own all guest problems by either resolving the problem or finding another employee who can do so.
  • Assists family members with lodging and provides concierge services as needed.
• Oversees and directs the activities of Guest Service volunteers.
  • Assists with the training or coaching of volunteers to service standards and models exceptional service for volunteers at all times.
  • Assists with maintaining Patient Experience volunteer activity.
  • Distributes meal and parking coupons to volunteers.
• Maintains a welcoming, neat, clean and safe environment at all times.
  • Keeps frontline service areas are kept neat, clean and orderly.
  • Locates wheelchairs within the building as necessary.
  • Initiates action with other departments as needed in order to maintain a clean and safe environment.
  • Other duties as assigned.

Job Requirements

• High School or GED required
• Less than 2 years in a fast paced customer focused service role or office environment required
• 2 to 5 years preferred

Leadership Capabilities

• See the Big Picture: Know where we are going as an organization. Use sound judgement and critical thinking to make good decisions that support our mission.
  • I know where Allina is going and how my role fits into this picture
  • I capture important lessons and share them to foster innovation
  • I am good at anticipating the implications of my decisions
  • I understand and apply the disciplines of continuous improvement
• Inspire Greatness: Inspire others by connecting their purpose to the broader mission. Lead others through change and celebrate success.
  • I help my team connect to the broader mission
  • I see and fulfill my role in motivating the team around me
  • I celebrate success and help my partners see what is possible with change
  • I call out and address unexpected roadblocks or problems
• Foster Learning and Growth: Role model growth, ongoing development and self-care. Empower, coach and encourage others to be at their best selves.
  • I role-model self-care and ongoing development
  • I share my knowledge and coach others to foster growth and success
  • I demonstrate enthusiasm for learning
  • I candidly advocate for the resources I need
  • I support my colleagues in their development and growth
• Deliver Excellence: Set and align clear goals, measure results, and continually improve safety, quality, experience, and innovation.
  • I take ownership of outcomes and fulfillment of goals
  • I facilitate adjustments to assure positive results
  • I work with a sense of urgency, concern and determination
  • I use well-grounded approaches to create sustainable solutions repeatedly
  • I engage and foster improvements to impact safety, quality, and efficiency
• Succeed Together:Connect with others authentically. Recognize the value of each individual and seek diverse points of view. Collaborate to succeed together.
  • I consider how decisions might impact my colleagues
  • I am generous in my commitment to supporting the needs of my partners
  • I respect others’ opinions, praise good work and encourage all team members to be involved
  • I seek common ground and work to create mutually beneficial outcomes

Functional Competencies

• Company Knowledge: Understands how his/her role relates to others on the team and the role of the team.
• Problem Solving: Uses common sense to solve routine issues.
• Job Impact: Work team and other connected work teams.
• Communication Skills: Advanced communication skills involving complicated topics.
• Collaboration: Creates internal alliances outside the immediate team or department.
• Analytical Thinking: Uses basic logic and common sense to arrive at solutions.
• Managing Change: Implements changes provided by management.

Physical Demands
Light Work:
Lifting weight Up to 20 lbs. occasionally, Up to 10 lbs. frequently

Additional Job Description: