Experience Greeter PRN- Volunteer Services

Job Description

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

Experience Greeters reflect a commitment to the ECU Health values Integrity, Compassion, Education, Accountability, Safety, and Teamwork and play a vital role in championing the experience our patients, families, and visitors while in our facilities.

As a central point of contact, Experience Greeters welcome, check-in and assist all individuals who enter an ECU Health facility. They work in partnership with experience coordinators and care teams to connect patients, families and guests with the appropriate services to meet their needs. Experience Greeters partner with all hospital departments to help ensure that every person that visits the facility has an exceptional experience.

Experience Greeters assist with the visitor screening process, visitor management process, and wayfinding using technology and other resources as needed.

Responsibilities

• Demonstrate hospitality tones in action by proactively greeting, engaging and assisting patients, families, team members, and all hospital visitors at the main points of entry.
• Demonstrate hospitality tones in action when communicating in person, over the phone, and via electronic means. Interacts with patients, families, fellow team members, leaders, and other stakeholders in a positive and supportive manner with sensitivity to cultural differences and communication needs.
• Actively displays ECU Health values Integrity, Compassion, Education, Accountability, Safety, and Teamwork in all interactions with patients, families, visitors, and team members.
• Assist with visitor screening process of all who enter ECU Health facility. Directs and escorts patients and visitors to the appropriate location. May assist with wheel chair or other assistive device needs.
• Assist with visitor management process:
  • a Provide patient location assistance using EPIC or other resources.
  • b Help visitors check-in using available visitor management technology.
  • c Explain patient confidentiality protocols as well as any applicable visitor restrictions.
  • d Connect with unit leaders/PCC/leadership team to review exceptions to visitation guidelines.
• Identify any patient/family needs or concerns, and assists with resolution..
• Request assistance from Experience team, department and hospital leaders as needed. Elevate situations as appropriate.
• Collaborate with appropriate support services to ensure the environment is clean and welcoming
• Document and report safety hazards and events, as well as complaints and grievances that need to be reviewed by the TELL US NOW.
• Provide coverage and relief at all Experience Greeter posts as assigned. Will be cross-trained to all experience greeter posts.
• Collaborate with and guide hospital volunteers to assist with visitor management, and other duties as assigned that lead to a great visitation experience for visitors, patients, and team members.
• Demonstrate competence in problem solving and conflict resolution across different posts.
• Demonstrate ability to adapt to change. Identify hassles to the guest experience, and partner with leaders to problem solve, and improve processes that lead to a bteer experience for patients, families, team members and guests.
• If bilingual must demonstrate proficiency upon hire

Minimum Requirements

• High School or equivalent (GED) required
• Bilingual EN/SP skills preferred
• 0 - 2 years experience in customer relations

Other Information

PRN Position- provide coverage when needed

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant's qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.