Patient Navigation and Transport Volunteer Location: Main Lobby, 1st Floor Site Supervisor: Bella Elogoodin, Service Excellence Department Position Overview: If you wish to be part of the daily operations of the nation’s #1 hospital in Orthopedics, then this program is for you. As a volunteer, you will have the opportunity to engage in meaningful interactions with patients and visitors, as well as enhance your communication skills. Our patient information services are located on the 1st floor in the Main Building and serve as a resource center that provides general information to patients and visitors as they enter the hospital. Volunteers will answer all patient/visitor inquiries whether it isin person or on the phone regarding in-patient and outpatient services and location. They will also assist with escorting patients in wheelchairs throughout various areas of the hospital for their appointments. Our volunteers play a huge part of shaping the experience for patients and visitors through outstanding service, timely communication and empathy. Specific Duties: ▪ Demonstrates accountability for customer service and professional behavior through personal work ethic, teamwork and effective communication skills. ▪ Creates a welcoming environment by greeting all patients and visitors upon arrival to HSS. ▪ Directs patients and visitors to appointment locations. ▪ Communicates with various departments in order to cater to the patients’ needs. ▪ Transports patients in wheelchairs throughout the hospital campus, specifically: o Greets patients in a polite manner. Transports all patients to the exact destination, on a timely basis, as instructed by the Patient Information team. Notifies person(s) receiving the patient of their arrival. ▪ Conducts surveys to patients/family members regarding their experience in the lobby in order to make improvements. ▪ Direct patient/family phone calls as needed. ▪ Coordinates services with Security to provide the safest and most efficient patient transfer and ensures the most positive visit experience. o Provides support with administering visitor passes through the new visitor management system. ▪ Attends to the most high-volume areas of the hospital to help navigate patients and visitors throughout its premises. ▪ Identifies, resolves or reports patient issues to appropriate areas for prompt and effective resolution that can help elevate the service excellence standards of the hospital. ▪ Maintains confidentiality of patient information at all times in compliance with HIPAA. ▪ Provides general information about Hospital and its amenities as well as the neighborhood resources (food, transportation, accommodation, etc.). Qualifications: ▪ Excellent customer service skills including listening, communication skills and attention to detail; ▪ To be a team player; ▪ Computer literate including use of MS Office and other job-related applications. Key Relationships: All volunteers will report to the Patient Information Liaison team. Daily interactions will be held with staff from Security, Patient Access Services, Patient Liaisons, Physicians and clinical staff.