Clerk III - Guest Services

The University of Iowa Hospitals and Clinics Department of Guest Services is seeking a 100% Clerk III to cover multiple areas including 5 Information Desk locations. Hours to be scheduled between 8:45 AM - 5:15 PM Monday-Friday w/ additional weekdays and rotating holidays. Additional hours as needed.

Under general supervision and demonstrating exceptional customer service welcomes and greets patients and guests to UI Health Care at one of several Information Desks. Provides directions and information on hospital services and amenities on the telephone and in person in compliance with hospital policies. Conducts same as cash transactions and implements service recovery as necessary.

This position will be primarily focused in the Patient Discharge Lounge. The Patient Discharge Lounge was created to help address bed capacity within the hospital. The goal of the lounge is to provide a safe comfortable and convenient place for discharged patients to wait for their ride. The lounge helps with timely discharges from adult inpatient units. This clerk will work closely with Nursing as well as other Guest Services staff members to provide a smooth and efficient transition home for our inpatients. Additionally this position also includes the curation of our Lost and Found program here in the hospital.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

• Provide excellent customer service to patients families guests and staff maintaining a positive and professional attitude at all times.
  

• Utilizing excellent communication skills provide information directions and assistance for patients and guests on the telephone and in

  person.
  

• Provide service recovery when needed assessing the situation and ensuring service excellence initiatives are met.
  
• Answer phone calls and provide appropriate responses following customer service standards. Make and transfer phone calls to

appropriate parties when necessary.

• Respect dignity and privacy of all patients and guests carefully observing privacy encounter directives.
  
• Maintain confidentiality in accordance with UI Health Care and HIPAA guidelines
  
• Provide wheelchair assistance when needed promoting safety. Arrange patient and guest transport requests via the transport module in Epic.
  
• Accurately coordinate deliveries to the desk logging items and contacting appropriate departments in a timely manner following proper protocols.
  
• Maintain record and monitor Lost and Found items utilizing the databases. Field inquiries research items and contact owners.
  
• Comply with UI Health Care and Guest Services cash handling policies and procedures.
  
• Provide information on all parking options.
  

• Process valet transactions utilizing the CVPS electronic valet system and appropriate cash register functions.