ProMedica Toledo Hospital is one of the largest acute-care facilities in the region. Our 794-bed hospital is staffed by more than 4,800 professional healthcare employees who serve a 27-county area throughout northwest Ohio and southeast Michigan. We also have the area’s largest board-certified medical staff, which is made up of more than 1,000 primary care and specialty physicians. Excellent customer service skills and the ability to work in a fast paced environment are a must. In addition, for 15 consecutive years, residents of Greater Toledo have named us the Consumer Choice Award winner in our market. In fact, we’re the only hospital in northwest Ohio to receive this honor. 
 
POSITION SUMMARY 

Maintain customer assistance services at the entrances of ProMedica Toledo Hospital. Greets and directs patients and visitors. Assist customers by providing wheelchairs and escort services when necessary. Is an information source for activities on the hospital campus.

ACCCOUNTABILITIES

1. Greets all patients and visitors in a timely, courteous manner assisting with their individual needs. Directs customers to patient and department location on the hospital campus utilizing appropriate maps.

2. Responds to lobby and customer needs by seeking appropriate solutions to problems and complaints.

3. Utilize visitor management software to allow pre-approved visitors to visit patients on units to insure the safety of patients and employees.

4. Assist patients and visitors by providing wheelchair assistance as needed. Notifies appropriate department of patient’s arrival when necessary.

5. Screen and release patient information to the public per HIPPA and Confidential Status policies via telephone and/or in person.

6. Monitors and reports potentially suspicious or dangerous customer behavior to Security. Assure safety of lobby guests during fire, weather, or emergency situations.

7. Assists guest in locating meeting or public events. Respond to customer questions about hospital, campus and Toledo area directions utilizing the appropriate maps.

8. Supervise activities of the information desk and volunteer Guest Guides. Update and review information desk procedures and hospital wide changes with volunteer Guest Guides.

9. Mentor new department employees and volunteers in the operation of lobby services.

10. Receive and assure delivery of items accepted at the desk.

11. Maintain adequate supply of wheelchairs in lobby vestibule areas. Retrieve chairs from other areas of the hospital. May direct volunteer Guest Guides to assist in retrieval of wheelchairs.

12. Oversee procedures for the 4 hospitality rooms in the Harris McIntosh Tower using daily Hospitality Room Instructions.

13. Oversee mail room operations as assigned: sort all incoming mail, sort all outgoing mail for courier service and third-party service, coordinate patient mail delivery, and complete daily mail pick-ups.

14. Performs other duties as assigned.