Hospitality Liaison - Lobby Operations, Relief

At Lucile Packard Children’s Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job ID: P136933-599

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

The Hospitality Liaison is responsible for assisting those patients and families entering the hospital, ensuring they receive appropriate visitor badges, are screened for infectious diseases and are directed to their destination accurately. Promote a culture of service excellence and caring by: greeting guests, responding to requests for assistance promptly, assisting parents in unloading and loading their cars, baggage assistance, way-finding and concierge services. Trains and supervises volunteers that support the department. Communicates effectively and courteously when interacting with patients and families, physicians, physician offices, employees, board members and other guests, both in person and over the phone. Assist with phone coverage for the Family Hospitality Department which includes Patient Relations.

ESSENTIAL FUNCTIONS

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

* Actively participates in public relations efforts for the Family Hospitality Services Department by assertively and courteously greeting all guests to the hospital.
* Answers the phone courteously and promptly for Family Hospitality Services and Patient Relations.
* Assesses environment for safety hazards which could harm patients, visitors, or hospital employees, and reports hazards to appropriate supervisors.
* Assists patients, patient families, physicians, employees and other guests with an array of needs and requests including; parking, meal tickets, shuttle service, special needs of patient and transportation.
* Collaborates with other departments and outside agencies to meet identified needs and requests of patients, families and the organization.
* Communicates effectively and courteously with all patients, families, visitors, physicians, and other employees in person and over the telephone.
* Possesses expert knowledge of hospital services, systems and locations of departments; keeps current of changes.
* Responsible for releasing confidential information only in accordance with the confidentiality policy and/or approval of the Director and/or Lead.
* Trains and supervises volunteers working in the department during their shift.
* Understands when to call "code blue" and follows correct procedures during code.

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

* Education: High school diploma or GED equivalent.
* Experience: One (1) year of progressively responsible and directly related work experience.
*License/Certification: None required.

KNOWLEDGE

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education or licensure/certification.

* Ability to adjust communications to fit the needs and level of understanding of the receiver.
* Ability to demonstrate customer service skills in interactions with all patients, families and staff, including high volume and stressful situations.
* Ability to maintain confidentiality of sensitive information.
* Ability to remain calm under pressure and apply sound judgment.
* Ability to solve problems and identify solutions.
* Ability to speak and write effectively at a level appropriate for the job.
* Knowledge of computer systems and software used in functional area.

PHYSICAL REQUIREMENTS

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Pay Range
Compensation is based on the level and requirements of the role.
Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.
Typically, new team members join at the minimum to mid salary range.
Minimum to Midpoint Range (Hourly): $32.45 to $36.81

Stanford Medicine Children's Health (SMCH) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SMCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.