Family Resource Coordinator

SHIFT:

Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

About the Job

Ideal candidate must have great customer service experience and compassion for supporting patient families in delicate situations. This individual will support patient families in the Post Op/Post Surgery waiting area within the Philadelphia campus. Greeting, escorting to patient room area, telephone support.

Front facing customer service experience in a healthcare setting preferred.

This Frontline Receptionist will be located at the Information Desk(s) and/or Welcome Center located in the Main Building and Wood Buildings. Provides assistance and direction to patients, families and visitors to the Hospital. Checks-in and badges all visitors. Relays information about the hospital and works in collaboration with other departments to provide optimum support services to patients and families. Provides cross coverage and serves our families appropriately during emergency situations.

What you will do

• FAMILY ACCESS
  • Works closely in collaboration with other departments (e.g., Social Work, Nursing, Child Life, Security, etc.) to render appropriate support and resource information to families.
  • Orients families and visitors to family/patient units in assigned area.
  • Tour with families through the Hospital as needed to familiarize them with available services and family-oriented areas.
  • Provides information on housing accommodations, transportation, and other services outside of the Hospital.
  • With input from the Social Work Department, distributes such resources as meal and cab vouchers.
  • Meets and greets patients, families and visitors to the Hospital.
  • Circulates throughout the Hospital to provide assistance and directions to patients, families and visitors.
• INFORMATION
  • Provides appropriate patient information in a professional and tactful manner.
  • Stocks patient/family information flyers/brochures at designated areas throughout the Hospital.
  • Keeps current with locations of offices, services, etc. within Hospital network.
• DAILY OPERATIONS
  • Check in/badges all visitors at the Wood Welcome Center(s) or Main Campus Information Desk.
  • Maintains a visitor restriction file in conjunction with the Security Department.
  • Answers telephone calls via the patient information lines.
  • Provides information to vendors, contractors and delivery persons.
  • Immediately notifies appropriate departments of any conditions that may cause a risk to employees, patients, families and visitors.
  • Cross-cover as needed to insure adequate staffing of welcome desk and information areas.
  • Makes suggestions and recommendations for improvements delivery of service to patients, families and visitors.
• ACCOUNTABILITY.
  • Consistently maintains departmental standards of excellence.
  • Completes mandatory education and recommended training.
  • Completes all tasks and projects assigned by manage in a timely manner.
  • Completes Hospital and Departmental mandatory education and training.

Education

• High School Diploma / GED Required
• Associate's Degree Preferred

Experience

• Experience in customer service Preferred

Knowledge, Skills and Abilities

• Ability to work well within a team.
• Ability to work independently with minimal supervision.
• Strong customer service skills.
• Particular sophistication in working with families and visitors under tremendous stress.
• Good computer skills.
• Ability to quickly learn new policies, procedures and processes.
• Sensitivity to cultural diversity, differing needs and varying coping styles
• Proven ability to problem -solves and follows through with families in crisis.
• Ability to prioritize multiple tasks.
• Excellent communication skills.
• Comfortable speaking to groups.
• Sound judgment.
• Working knowledge of computers

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

EEO / VEVRAA Federal Contractor | Tobacco Statement

SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.