Oct 27, 2020

Hospitality Services Assistant

  • UCLA Health and David Geffen School of Medicine
  • Los Angeles, CA, USA

Job Description

ResponsibilitiesDelivers concise, comprehensive information and assistance to patients, visitors and family members by phone and in person. Round in Maddie’s room to provide confidential updates, and follow through on questions and requests in a proactive and timely manner.  Also round to insure cleanliness of the area, organization, and report deficits to the appropriate department in a timely way.  Recognizes issues before they become problems and problem solves them.  Assists in recruitment, interviews and training of volunteers and interns to the SWA.  Assists in maintaining the volunteers schedule and establish good relationship with the volunteers to ensure positive work group.  Responsible for contacting volunteers when someone calls sick or scheduled to be out to ensure coverage.  Attend PACU (recovery room) weekly huddles.   Provide update and discuss communication issues with the AN II’s and ANIII’s.  Documents visitor / family questions and concerns in the Electronic Medical Record, as a means of communication with the surgical teams.  Round on volunteers in Maddie’s room to ensure they are following C-ICARE and modeling UCLA’s Commitment to Care.   During and at the end of each shift, ensure that pagers have been retrieved, If patient has left to the floor and the pager has not been returned; follow up by phone or in writing to visitor/ patient on getting the pager back immediately.  Stock the SWA supplies and update handouts as needed.   Remind, encourage, and invite visitors to eat outside Maddie’s room in a professional and tactful manner.  Tactfully remind employees not to use Maddie’s room as an access point to the patio or parking structure.  As needed, , escort the families to various areas and introduce them to the nurse or the charge nurse of the patient.  Summarize data and other information gathered in the SWA, and report to the manager weekly. Demonstrate skill writing detailed responses to patient and families complaints.  Apply problem solving using the LAST model (Listen, Apologize, Solve and Thank.) Information Desk: Deliver concise, comprehensive information and assistance to customers by phone and in person.  Recognize issues before they become problems and direct customer for appropriate resolution.  Use Care Connect to retrieve current inpatient location. Maintain and stock, maps, information sheets, forms and other supplies as needed at the desk and in the folders.  Maintain Lost & Found log.  Reconcile each item in log, locate and contact owner if possible.  Mail or fax Hotel/Motel lists, maps, directions to the Medical Center/Plaza and other information requested.  Request wheelchairs from patient escort, for the Information desk on a daily basis.  Participate in real and simulated disasters as part of the Patient Information Management Center.  Coordinate and co-chair a department meeting at least once a year.  Work on updating various information sheets as assigned by manager. Other: Demonstrates flexibility in work schedule to meet department need.  Perform other duties/projects as assigned. QualificationsDemonstrate skill in working independently and without supervision.  Demonstrate Leadership Experience.  Demonstrate great interpersonal skills in treating coworkers as well as customers with respect, courtesy, and understanding.  Demonstrate great customer service skills through constant helpfulness, willingness to assist in variety of situations, and good listening skillsDemonstrate ability to collect feedback, analyze, create reports and provide date to leadership.   Demonstrate recent work experience in customer service and the ability to value others.  Skill in setting priorities and following directions.  Demonstrated ability to apply the techniques of problem solving, active listening, and diffusion of anger, with family members that are anxious.Ability to remain calm and rational in highly volatile and ambiguous situations.  Demonstrated ability to prioritize a large number of simultaneous, complex situations and complete them within reasonable timeframe.   Demonstrated conflict resolution and group process skills sufficient to be effective in an interdisciplinary group or team.  Ability and willingness to perform support functions such as assisting in various areas.  Strong written skills to prepare professional level correspondence.   Proficiency with MS Word, MS Excel, MS Access and MS Power point strongly preferred.   Ability to effect change toward improvement of hospital and clinics services.  Ability to relate on the telephone with authority, tact, understanding patience and caring.  Ability to navigate through the system to find where patients about to receive updates for the family.  Ability to multi task (answer multiple questions at the same time, answer and receive multiple phone lines from Operating room, PACU, SOU, GOU, Interventional Radiology, Cath Lab, Radiology, Interventional Medicine, Interventional Cardiology and Surgeons needing assistance to locate family members for update.  Physical Requirements:    Standing and walking at least 6.5 hours of an 8 hour work day, often in continuous stretchesPushing / Pulling / Lifting up to 25 pounds .  Ability to work with various types of volunteers in the surgical waiting area and the Recovery room. UCLA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 77393162.jpg