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Lucile Packard Children's Hospital Stanford Hospitality Liaison (.60 FTE, Days) in Palo Alto, California

Patient Services

.60 FTE, 8 Hour Day Shift

At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job Summary

The Hospitality Liaison is responsible for assisting those patients and families entering the hospital, ensuring they receive appropriate visitor badges, are screened for infectious diseases and are directed to their destination accurately. Promote a culture of service excellence and caring by: greeting guests, responding to requests for assistance promptly, assisting parents in unloading and loading their cars, baggage assistance, way-finding and concierge services. Trains and supervises volunteers that support the department. Communicates effectively and courteously when interacting with patients and families, physicians, physician offices, employees, board members and other guests, both in person and over the phone. Assist with phone coverage for the Family Hospitality Department which includes Patient Relations.

Essential Functions

  • Actively participates in public relations efforts for the Family Hospitality Services Department by assertively and courteously greeting all guests to the hospital.

  • Answers the phone courteously and promptly for Family Hospitality Services and Patient Relations.

  • Assesses environment for safety hazards which could harm patients, visitors, or hospital employees, and reports hazards to appropriate supervisors.

  • Assists patients, patient families, physicians, employees and other guests with an array of needs and requests including; parking, meal tickets, shuttle service, special needs of patient and transportation.

  • Collaborates with other departments and outside agencies to meet identified needs and requests of patients, families and the organization.

  • Communicates effectively and courteously with all patients, families, visitors, physicians, and other employees in person and over the telephone.

  • Possesses expert knowledge of hospital services, systems and locations of departments; keeps current of changes.

  • Responsible for releasing confidential information only in accordance with the confidentiality policy and/or approval of the Director and/or Lead.

  • Trains and supervises volunteers working in the department during their shift.

  • Understands when to call "code blue" and follows correct procedures during code.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: High school diploma or GED equivalent.

Experience: One (1) year of progressively responsible and directly related work experience.

Knowledge, Skills, and Abilities:

  • Ability to adjust communications to fit the needs and level of understanding of the receiver.

  • Ability to demonstrate customer service skills in interactions with all patients, families and staff, including high volume and stressful situations.

  • Ability to maintain confidentiality of sensitive information.

  • Ability to remain calm under pressure and apply sound judgment.

  • Ability to solve problems and identify solutions.

  • Ability to speak and write effectively at a level appropriate for the job.

  • Knowledge of computer systems and software used in functional area.

Equal Opportunity Employer

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance. REQNUMBER: 12045-1A