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.
writing detailed responses to patient and families complaints. Apply
problem solving using the LAST model (Listen, Apologize, Solve and Thank.)
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.
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.