JOB SUMMARY :
The Clerk - Information Desk provides outstanding customer service as a primary front-end contact. S / he is responsible for welcoming and escorting patients upon arrival , assisting patients in clinic and lobby areas , assisting all other corporate customers (patient families, visitors, vendors and staff) in line with the with guest services .
The incumbent offers general information and endeavors to make each and every guest interaction a pleasant experience.
KEY ROLE ACCOUNTABILITIES :
Provides superior guest service by greeting all guests individually and pleasantly, with a professional demeanor and assists the guests / patients efficiently as stated by organizational policies.
Provides guests with verbal or written information about services, locations, choices and amenities
Emphasizes the importance and value of quality patient service impacting quality of care, medical treatment, and physical facilities at Sidra and ensures a positive experience during the patient / families’ stay at Sidra.
Assists patients and guests with finding ways around Sidra hospital campus and workings of information kiosks
Assists in escorting guests to service areas.
Locates and utilizes transport facilities as per the patient’s / guests condition.
Refers all guest concerns, complaints, suggestions or incidents immediately to the Supervisor so that service recovery may be implemented
Takes incoming calls from patients and assists with their questions.
Ensures telephone transfers are given the name and phone number to the destination department prior to dispatching the caller.
Uses telephone etiquette with incoming calls
Maintains an organized and clean appearance in all work areas
Attends and participates in departmental / facility projects and initiatives
Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary
QUALIFICATIONS, EXPERIENCE AND SKILLS SELECTION CRITERIA :
Diploma in relevant field
1+ years customer service experience / guest relations experience
Demonstrated ability to respond to guest questions and provide information on local attractions, events or activities
Demonstrated ability to clearly communicate in a culturally diverse population with respect and dignity
Demonstrated ability to prioritize duties and tasks assigned
Fluent in spoken and written English and Arabic
Proficient with Microsoft Office suite
Bachelors in Hospitality / hospitality management.
2+ years customer service experience / guest relations experience in a Hospital environment
Knowledge of patient / family hospitality models and philosophies such as Disney and Ritz Carlton
Fluently speak other languages consistent with the population served