Shift. Part time, Days, 20 Hrs/week

Shift hours: 5am - 1:30pm

Reporting to the Director with accountability to the Team Facilitator and Team, serves as a member of the support staff; performs secretarial, reception, and patient assistance duties at designated points of service; retrieves patient information from a computer system, assimilates documents, answers telephones, maintains logs, and provides high quality customer service to hospital visitors.

1. Greets incoming customers/visitors at various points of service within the organization providing congenial and hospitable customer service; refers to appropriate department, resource, or activity. Notifies appropriate area of customer/visitor arrival when necessary. Assists in ensuring customer/visitor compliance with hospital regulations.

2. Responds to customer/visitor questions in a timely and appropriate manner by applying knowledge of policies and procedures; refers to hospital resource material to find answers as needed. Receives and forwards telephone calls; takes messages as appropriate.

3. Performs various clerical duties as needed in assigned work area; maintains accurate files, logs, and records; stores and retrieves data in computer. May order supplies for work area, type correspondence, open mail, etc.

4. May communicate with other departments, team members, physician offices, or patients; responds to patient's requests for information on tests to be performed and completes follow-up phone calls to patients regarding missed appointments in various patient care areas; accesses security staff, ombudsman, or nursing supervisor to handle security issues, customer complaints, etc. as needed.

5. Operates standard office machines and equipment such as a CRT, personal computer, typewriter, calculator, photocopier, telefax.

6. May perform a variety of special projects as assigned.

7. Participates in and supports continuous Quality Improvement efforts.

8. Adheres to all Northwest Community Healthcare standards, policies, and procedures.

1. Level of knowledge normally acquired through the completion of high school or equivalent work experience.

2. Two years experience interacting with the public.

3. A level of knowledge required to effectively probe and direct/re-direct customer inquiries appropriately.

4. PC experienced preferred.

5. May require knowledge of medical terminology.

6. The interpersonal skills necessary to interact with customers/visitors, and all levels of hospital employees and departmental personnel in a professional, courteous, confidential manner.

7. The analytical ability to maintain necessary logs.

8. The ability to function effectively in stressful situations and to handle multiple tasks simultaneously.

9. Effective telephone skills with the ability to perform advanced telephone functions.

10. The ability to be congenial and hospitable with people who have complex concerns.

11. The ability to use a computer for the storage and retrieval of data.

PHYSICAL REQUIREMENTS:
1. Light physical effort. Rarely required to walk or stand for prolonged period of time. Requires prolonged period of sitting.
2. The flow of work and character of duties involves normal mental and visual attention.
WORKING CONDITIONS:
1. Conditions are acceptable. At least one disagreeable element or hazard, i.e. infectious disease, is occasionally present in the environment. There is some irritation from working in a noisy work area

About Northwest Community Healthcare

In January 2021, Northwest Community Healthcare (NCH) joined NorthShore University HealthSystem, which is now NorthShore – Edward-Elmhurst Health. The NCH Arlington Heights campus features a 509-bed hospital with a Level II Trauma Center, Level III Neonatal Intensive Care Unit and a dedicated pediatric acute care center. Throughout the northwest suburbs, NCH has 23 doctor’s offices; five immediate care centers; seven physical rehabilitation sites; and 13 lab locations.

NorthShore – Edward-Elmhurst Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals – Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) – all recognized as Magnet hospitals for nursing excellence. Located in Naperville, Linden Oaks Behavioral Health, provides for the mental health needs of area residents. For more information, visit NorthShore.org, SwedishCovenant.org, NCH.org and EEHealth.org.