Join our award-winning team at University of Washington Medical Center (UWMC). Among the top medical centers in the United States, and ranked as the number 1 hospital in Washington State, as rated by U.S. News & World Report 2019-2020 "America's Best Hospitals", UWMC prides itself on compassionate patient care as well as its pioneering medical advances. UWMC is operated by the University of Washington (UW) and serves as a training site for UW’s School of Medicine.
The UW Medical Center's Volunteer Services has an outstanding opportunity for a Screener (Patient Services Specialist 1-Trainee or PSS 2 (Temporary/Hourly, Day Shifts)). This position is responsible for providing frontline exceptional customer service and health screening to our patients and permitted visitors. The focus of the screeners is to adhere to the UW Medicine Patients are First commitment, be a gatekeeper for our limited visitation per the visitor policy, ask screening questions for COVID-19 symptoms, help with wayfinding, and troubleshoot any issues that arise. The position works closely with Information Desk staff, Security, leadership staff, and reports directly to the Screening Program Manager.
Prerequisites: • Customer service experience in healthcare or other complex, fast-paced environment • High School diploma or equivalent required. • Previous experience in healthcare preferred • Medical terminology knowledge preferred • Knowledge of UWMC Montlake locations preferred
Qualifications: • Excellent oral communication skills • Exceptional customer service skills • Ability to communicate and interact well with our diverse population of patients, visitors, caregivers, and staff • Demonstrated ability to multi-task and troubleshoot issues in a fast-paced and loud environment • Able to work independently and exercise good judgment • Ability to troubleshoot difficult situations in a busy environment • Greets visitors and patients warmly • Models the UW Medicine AIDET framework and Service Culture Guidelines • Asks patients and visitors screening questions (provided) in a caring and deliberate way • Becomes familiar with our campus and is able to direct incoming patients/visitors • Stays updated on visitation rules and exceptions and adheres to them • Utilizes security and other support staff appropriately and when needed • Takes measures to maintain own safety • Works well with team members • Ability to be flexible with scheduling needs and demands • Ability to adapt to an ever-changing environment • Ability to approach a diverse patient/visitor population with empathy, equity, and emotional intelligence
Unique Physical/Mental Demands, Environment and Working Conditions: • Must be able to stand/walk/sit for extended periods of time • Must be able to wear a mask and eye protection for the entirety of each shift
Performance Responsibilities: • Educates patient and visitors about mask policy • Educates patient and visitors about visitation policy • Direct patients to clinics and areas of the hospital for scheduled appointments/procedures • Direct vetted visitors to Security desks for necessary visitor badge • Inquire about symptoms consistent with COVID-19 • Provide face masks for those that need them • Notify Security when there is inappropriate behavior or negative response • Notify Screener Manager of any feedback, concerns, suggested changes
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.