POSITION DESCRIPTION. Receptionist Volunteer Service Middlemore Hospital

Transcription

1 POSITION DESCRIPTION Receptionist Volunteer Service Middlemore Hospital Date Produced/Reviewed: Position Holder's Name: Position Holder's Signature:... Manager / Supervisor's Name: Manager / Supervisor's Signature:... Date:... Approval Date: 2 nd November 2012 Review Date:: November 2013 Position Title: xxxx D R A F T / A P.P.R.O.V.E.D

2 PURPOSE OF THE POSITION The purpose of this position is to provide Customer Service to patients, families and staff at the Reception Desk, Main Entrance, Middlemore Hospital through advice and way-finding with a positive, customer service focussed attitude and a willingness to help, even under times of pressure. This will contribute to the overall patient and visitor experience at Middlemore Hospital through the provision of customer focused service and by ensuring that the Reception desk always has someone present from 0700 hours to 2030 hours. Vision & Values Organisational Shared Vision Our DHB shared Vision is to work in partnership with our communities to improve the health status of all, with particular emphasis on Maaori and Pacific peoples and other communities with health disparities. We will do this by leading the development of an improved system of healthcare that is more accessible and better integrated. We will dedicate ourselves to serving our patients and communities by ensuring the delivery of both quality focussed and cost effective healthcare, at the right place, right time and right setting. Organisational Values Partnership Care and Respect Professionalism Teamwork Innovation Responsibility Working alongside and encouraging others in health and related sectors to ensure a common focus on, and strategies for achieving health gain and independence for our population Treating people with respect and dignity, valuing individual and cultural differences and diversity We will act with integrity and embrace the highest ethical standards Achieving success by working together and valuing each other s skills and contributions Constantly seeking and striving for new ideas and solutions Using and developing our capabilities to achieve outstanding results and taking accountability for our individual and collective actions

3 PLACE IN THE ORGANISATION Operations Manager Middlemore Central Manager Volunteer Service Team Middlemore Hospital Community Student Volunteers Volunteers Receptionist NATURE AND SCOPE OF RESPONSIBILITIES Key Accountability Expected Outcomes of the Receptionist, Volunteer Service Team Standards / Achievements Is totally familiar with the way-finding for all services and departments on the Middlemore Site. Is able to give clear instructions and directions in a culturally sensitive and customer focussed attitude. Is aware of the philosophy and values of CM Health Is empathetic and ready to help patients, families and staff for all queries and directions. Understands and delivers excellent customer service Understands the process of patient care at Middlemore Hospital Works with pride and integrity as an ambassador for CM Health Is motivated and enthusiastic about being part of the Customer Service and volunteer programme Contributes to continual improvement of

4 Key Accountability Key Tasks Standards / Achievements customer service and the volunteer programme Participates in specific initiatives and workstreams as requested. Ensures high levels of patient satisfaction Understands safety and emergency procedures Attends Customer Service and Volunteer meetings and training sessions Ensure that there is a presence of the Customer Service team or the volunteers at the Reception Desk at all times from hours Monday to Sunday Provides leave cover for the Team when required. Customers Service: - meet and greet patients / families on arrival - offer assistance and direction to clinics, toilets, etc. - Anticipate needs eg. wheelchairs - offer feedback forms if required Open main front door entrance Reception Desk from 0700 hours where appropriate when on day duty and closes up Reception Desk when on evening or weekend duty Assist with recruitment of Volunteers when requested Assist with the training and mentoring of Volunteers when requested Management of pamphlets and noticeboards by ensuring that the pamphlets are kept restocked, the noticeboards are current and uncluttered with old notices being cleared and managing the availability of magazines Assist in the identification and co-ordination work from services and ensure that work is completed in a timely manner. Undertakes other tasks as requested. Eg Magazine run, posters, Daffodil Day etc. Monitoring and facilitating the usage of Main Entrance for displays and specific

5 Key Accountability HEALTH & SAFETY Recognises individual responsibility for workplace Health & Safety under the Health and Safety Act 1992 CULTURAL SAFETY Standards / Achievements initiatives. Management roles: Ensure a safe working environment and safe working practices Plan, lead, organise and control Health & Safety activities directed at preventing harm in the workplace, in consultation with employees and Health & Safety representatives for area Ensure that all accidents/incidents in the workplace are investigated, and that hazards are recognised and adequate controls put in place Non Management roles: Counties Manukau DHB Health and Safety policies are read and understood and relevant procedures applied to own work activities Workplace hazards are identified and reported including self-management of hazards where appropriate Can identify health and Safety representative for area Commitment to the principles of Treaty of Waitangi Respect, sensitivity, cultural awareness is evident in interpersonal relationships. Honouring Cultural Diversity Our cultural differences are acknowledged by respecting spiritual beliefs, cultural practices and lifestyle choices. Utilise Information Technology Demonstrate an ability to access and use available clinical information systems. Is conversant with applications required for specific discipline/role. For example, PIMS, Concerto, Outlook, etc. Maintains own professional development by attending relevant IT educational programmes.

6 COMMUNICATION AND INTERPERSONAL SKILLS Will be required to interact on a regular basis with a range of CM Health staff members including: All CM Health staff at all levels Orderlies and cleaning staff Maaori and Pacific Island Cultural Resource Unit Other Volunteer Co-ordinators Externally there will be contact with: Patients Families / Whaanau External Agencies Visitors Community Groups Situations may often call for tact, diplomacy and will require information to be handled in a discreet and sensitive manner. In conflict situations will be required to exercise sound judgement, negotiation and persuasiveness skills, toward facilitating a workable outcome. PROBLEM COMPLEXITY Will be regularly challenged by a wide range of interpersonal issues while working with the public. There will be a requirement to be able to prioritise issues and negotiate time frames, while still providing a quality customer service. The range of problems will be diverse and require solutions customised to meet the circumstances of the client. Therefore opportunities will arise to provide innovative options to the client based on proven outcomes. There will be demands to meet deadlines, maintain accuracy and quality of information. Failure to do so could impact on the organisation in terms of customer service. Will refer to Team Leader, Customer Service Team or the Operations Manager, Middlemore Central for advice or second opinion. SCOPE FOR ACTION Is encouraged to use initiative and problem solving skills to develop innovative approaches to customer service issues.

7 Discretion is required to be exercised in releasing confidential information to the appropriate parties. DIMENSION OF THE POSITION The post holder will be responsible to the Team Leader, Customer Services Team for the achievement of agreed objectives and operates within the confines of Counties Manukau District Health Board. POSITIONS REPORTING Directly Indirectly Volunteers Community Students None PERSON SPECIFICATIONS Minimum Education School Certificate passes and / or relevant life experience Experience At least three years experience in a service-based environment Skills/Knowledge/ Behaviour Experience in managing a team Training in Windows based computer products Data input experience Excellent communication skills both written and oral Ability to prioritise work / time management Ability to maintain courteous rapport and environment for patients and colleagues Respect for the values and beliefs of people from other cultures Personal Qualities Strong service orientation / customer service focus Ability to be self-directing and work with minimal supervision Friendly, approachable with a willingness to help at all times. Preferred Experience in the Health Sector Experience working in a multi-cultural environment Positive friendly approach Interest in helping people Good communication skills Pleasant, courteous manner

8 Accountable for own actions Find solution to problems Able to embrace change and implement changed processes Empathy and respect for the individual Honesty and reliability Customer focused Demonstrate a mature approach to working in a sensitive environment Sense of humour Be well presented Effective team member Uses initiative to solve problems Professional appearance and attitude