Access Services Monitor

JOB DESCRIPTION

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Access Services Monitor

JOB OVERVIEW: The Access Services Monitor is responsible for creating the first impression for Valley Medical Center that our patients, their families, and community members experience when arriving through our doors. The qualities that encompass that ideal impression come from our Caregiver Commitment. Access Services Monitors will inquiry about the general health of visitors to the hospital as a screening service for the organization during the COVID-19 pandemic and for other security related needs.

DEPARTMENT: Security

WORK HOURS: Variable FTE and schedule based on organizational needs

REPORTS TO: Supervisor, Security

PREREQUISITES:

• High School diploma or equivalent, required. Relevant experience preferred.

• Current American Heart Association BLS or ability to obtain within 90 days of hire.

• Training or education related to anti-bias and/or cultural diversity preferred.

• Ability to speak more than one language preferred.

• Computer skills preferred, including experience with Microsoft Office, databases, spreadsheets, and internet searches.

• Medical terminology preferred.

QUALIFICATIONS:

• Excellent oral communication and customer service skills.

• Ability to communicate and interact tactfully with our diverse population of patients, families, members of the community, and UW Medicine Valley Medical Center Caregivers at all times.

• Ability to communicate and work effectively with the physical and emotional development of all age groups.

• Demonstrated ability to maintain a calm demeanor at all times.

• Demonstrated ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent.

• Able to carry out assignments independently and exercise good independent judgment.

• Demonstrated ability to handle telephone calls or personal interactions with tact, poise, courtesy and respect.

• Demonstrated ability to access, analyze and apply concepts associated with protocol, policy and guidelines.

• Acknowledges and positively greets each person using the 10/5 Rule (10 feet making eye contact and smiling; 5 feet offering verbal greeting).

• Consistent use of AIDET framework in communication with others.

• Demonstrated ability to successfully manage telephone interactions

• Experience working with people who are in crisis situations preferred.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS:

Must be able to stand or sit for extended periods.

PERFORMANCE RESPONSIBILITIES:

• Generic Job Functions: See Generic Job Description for Service Partner.

• Essential Responsibilities and Competencies:

• Direct patients to clinics and areas of the hospital for scheduled appointments.

• Direct visitors to nursing stations for visitation of patients.

• Direct visitors to services such as the cafeteria, restrooms, medical records, and other general hospital services.

• Notify all patients and visitors that this is a weapons free facility.

• Inquire about symptoms consistent with COVID-19 for everyone who enters the hospital doors (and direct them to the ED if they are symptomatic).

• Provide all who enter the hospital doors with face masks if they do not already have one in place.

• Notify UW VMC Security of any potential or actual disturbances or inappropriate visitor conduct.

• Offer information about hospital services such as parking, cafeteria hours, restrooms, etc.

• Assist visitors with transportation concerns (ACCESS and HOPE LINK rides).

• Initiate emergency procedures when necessary.

• Actively participate in all workflow design or process improvement work groups, as assigned by manager or lead.

• Perform all job functions in a manner consistent with Valley''s Values and Service Culture Guidelines defined as the Caregiver Commitment:

• Safety is our Core Value

• Treat People with Respect & Compassion

• Embrace Diversity, Equity, & Inclusion

• Encourage Collaboration & Teamwork

• Promote Innovation

• Expect Excellent

• Other duties as assigned to ensure a safe, welcoming environment for our community.

Created: 4/22

Grade: NC-01

FLSA: NE

CC: 8434

Job Qualifications:

PREREQUISITES:

• High School diploma or equivalent, required. Relevant experience preferred.

• Current American Heart Association BLS or ability to obtain within 90 days of hire.

• Training or education related to anti-bias and/or cultural diversity preferred.

• Ability to speak more than one language preferred.

• Computer skills preferred, including experience with Microsoft Office, databases, spreadsheets, and internet searches.

• Medical terminology preferred.