Support Staff

GENERAL SUMMARY AND PURPOSE:

Reporting to the Manager, Talent Acquisition, Talent Acquisition, this position is responsible for utilizing approved processes, systems, protocols, internal procedures, and tools to provide surge administrative support throughout the medical center. This position provides varied clerical and administrative support as guided by the emergent and evolving needs of the department. The incumbent will provide services while demonstrating a commitment to excellent customer service.

SKILLS, KNOWLEDGE, EDUCATION AND EXPERIENCE:

High school diploma or equivalent preferred. Ability to communicate effectively and professionally is required. Ability to adapt to frequently changing work demands and prioritize and balance the requirements of the job is required. Previous healthcare experience is preferred. Experience with Microsoft Office products is preferred.

ESSENTIAL FUNCTIONS:

Knows, understands, incorporates, and demonstrates the Organization's Mission, Vision, and Values in behaviors, practices, and decisions. Maintain assigned work area in a clean and organized manner. Respond quickly and efficiently to all customer service requests. Create a positive environment that promotes customer satisfaction.

Maintain good rapport and cooperative relationships. Approach conflict in a professional, calm and constructive manner, and follow protocols and processes for escalating problem resolution to manager or other identified resources as needed. Provide clerical and/or administrative support as directed. This may include answering telephone calls and patient call lights, transporting files, supplies, and other items to other departments, delivering items dropped off for patients at the screening table, wheeling patients to their vehicle upon discharge, making copies of discharge materials, stocking supplies, etc. Perform other duties as assigned to fulfill departmental administrative and operational needs.

Service Excellence: Exhibit behaviors that go above and beyond a customer's expectations. Align behavior to the core values by being respectful, fair, considerate at all times, greeting others in a friendly manner, and taking action to create a positive, culturally competent care environment. Maintain professional appearance and use professional phone skills. Use key words for key times provided for role. Use service recovery skills, recognizing customer dissatisfaction, listening and repeating understanding of the issue, acknowledging feelings, offering a solution or obtaining assistance, thanking customer, taking responsibility for action and following up for resolution. Use discretion, judgment, common sense and timeliness in customer service decision making.

Support Each Other in Serving Our Patients and Communities: Convey compassion and care in serving external and internal customers / constituents as supported by Relationship-Based Care. Build collaborative relationships throughout the organization by sharing information, soliciting input, encouraging others, recognizing the work and contributions of others, contributing to outcomes tied to mission/strategic goals. Make decisions in the interest of the organization. Support decisions, once they are made, both publicly and privately. Actively support a culture of diverse perspectives and inclusion.

Communicate Openly, Honestly, Respectfully and Directly: Listen to and communicate respectfully with others. Articulate ideas and solutions, clearly and succinctly. Talk promptly and directly to an individual when there is a concern or problem. Build trust through open, two-way communication.

Be Fully Present: Set aside distractions to center self and assure full attention to each patient, family, and team member. Listen to people to understand the words and their meaning. Openly appreciate the gifts and contributions of others.

Be Accountable: Consistent with Relationship-Based Care, align personal actions, measurable performance, and responsibilities to the Mission, Vision, Guiding Behaviors and Goals of the organization. Accept responsibility for actions, decisions and results. Be accountable for the success of the larger organization. Provide a safe environment. Admit mistakes and limitations while demonstrating a ‘can-do' spirit to achieve results. Contribute at a high performance level to a positive, motivating environment.

Demonstrate legal, professional and ethical behaviors and practices in all activities, supporting compliance with the Trinity Health Organizational Integrity Program and HIPAA guidelines. Demonstrate individual responsibility for appropriate use of financial resources, including medical center supplies, equipment and facilities. Demonstrate dependability with respect to attendance habits. Maintain professional appearance.

Trust and Assume Goodness in Intentions: Encourage openness and sharing. Seek first to understand, then to be understood. Ask others with different experiences for their point-of-view. Demonstrate genuine curiosity without judging. Be inclusive - reach out and embrace all people while living our Mission.

Be a Continuous Learner: Embrace change and prudent risk to find new ways to support the Mission. Encourage new ideas to serve our patients and communities. Provide and accept coaching and feedback. Forgive past problems and use conflict as an opportunity for growth. Develop oneself through a personal learning and development plan. Demonstrate a willingness to seek greater responsibilities and knowledge.

Decision Making: Analyze problems and opportunities, gathering all pertinent facts. Identify and weigh reasonable alternatives. Make logical decisions and take action when and as appropriate. Use sound judgment when taking risks. Demonstrate Initiative and Bias for Action: Take action before being directed by others or forced by events. Be proactive in avoiding potential problems. Seek new and unique ideas to improve existing systems.

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.