Overview
Front Desk/ Concierge Jobs in Minnetonka, MN at Havenwood of Minnetonka
Department Overview:
***Available for Hybrid Work***
The Friends of the University (FOU) Administrative Coordinator (AC) represents OHSU as a member of a multidisciplinary team providing the highest level of service excellence and administrative support. The FOU AC provides supportive care and advocacy for patients and families of the Friends of the University Program at OHSU, which includes individuals of special constituent relations, and who carry a significant and often high-profile relationship with OHSU.
The purpose of this job is to provide essential support to the staff and patients of the Friends of the University Program at OHSU through use of advanced technical knowledge and by coordinating administrative work to ensure a smooth flow of services and operations. The FOU AC is responsible for providing complex administrative support and coordinating data systems management. The FOU AC will work closely with the FOU, RN Program Director and the FOU, RN Assistant Nurse Manager/Care Facilitation Manager to review program needs, prioritize project assignments and determine scope and diversity of involvement, resources needed, necessary contacts and required procedural actions. The FOU AC will review existing methods and procedures, and modify as necessary to accomplish assignments.
The FOU AC will contact the appropriate participants such as various internal units, private organizations, local communities, etc. to meet the service needs of the patients and families of the Friends of the University Program and ensure the optimum level of service, care and patient experience at OHSU. The FOU AC will collaborate to provide OHSU Healthcare and Foundation staff and FOU patients and families timely progress updates on expected task progress and results.
The FOU AC will provide day to day administrative support for the FOU department, which will include office management, incoming calls, managing department calendars, meeting requests and agendas, FOU patient reminder calls as needed, sharing wayfinding and patient/family escorts as needed, data entry for FOU patient encounter/services, assisting with the creation and editing of reports, department supply procurement and management, office level IT/ Telecom support for FOU team members, maintain FOU patient database, and record/document project/task timeline, actions, and results. The FOU AC serves as a communication specialist, providing clerical and reception skills, data collection and computer entry. The FOU AC provides problem-solving and performance improvement assistance in the department, and assists the management team as assigned.
Function/Duties of Position:
Administrative Assignments and Coordination:
Assists with development of policies/procedures, systems and forms necessary to complete work as assigned; disseminates information as assigned
Plans and coordinates high level meetings, seminars and conferences
Coordinates and implements administrative process
Analyzes data and uses judgment in making independent decisions regarding the coordination of the program; prioritizes program wide responsibilities; performs assigned lead work duties.
Provides high level administrative coordination, which will include problem solving, brainstorming, utilization of internal and external resources, project formulation, proposal creation, productivity, program data, and data systems
Researches, compares and prioritizes department needs in selection of new data management system for maintaining productivity, service encounter and relationship information for FOU department members.
Must be proficient in use of multi-level data base systems, and provide expertise in problem-solving and system trouble-shooting. Create reports and data analysis as requested.
Facilitates and coordinates meetings and appointments related to FOU projects, tasks, and patient needs. Examples include meetings with patients/families/SO, project stakeholders, scheduling visits for patients and/or follow-up appointments, and escorting / wayfinding as needed.
Collects data, prepares reports and compiles information related to program, measuring performance to be used by others to make decisions related to the program; often dealing with material that is of a sensitive and confidential nature.
Inventory records of supplies, equipment and materials and order supplies for office utilizing computerized purchasing.
Provides excellent data management collaboration to OHSU Foundation re: FOU encounter data using Excel via the Raiser’s Edge (RE7) data system. Will be point of contact and liaison for OHSU Foundation to receive service requests for FOUs, Non-FOUs or for friends of FOUs., and act as liaison to receive routine project/service requests for FOUs, Non-FOUs or for friends of FOUs, and for all OHSUF staff requesting 2nd and 3rd tier service for donor population.
Maintains FOU department Outlook calendar for all clinical staff, FOU list in Epic, FOU appointment management, manages event planning, requisitions/reconciliations, greeting visitors, mail sorting and distribution, filing, repair/maintenance requests, coordinates department travel arrangements and reimbursement for executives & staff, etc.
Inputs and manages ITG, facilities, CARS requests
Demonstrates proficiency in Epic EMR and Care Everywhere
Participates in staff and committee meetings as directed, recording proceedings as appropriate.
Manages spreadsheets for special projects.
Assists with the coordination of projects, onboarding of staff, organizes the department website to keep it up to date and operating so that staff can find needed information quickly and easily
Tracks foundation funds and grants
Other duties as assigned.
Customer Service:
Engages in high quality, excellent customer service skills in all interactions with staff, patients, and community members, via email, telephone, and face-to-face communications. Coordinates all FOU related project details promptly and courteously. Provides high level task/project communication with patients/families/health care team members, administrators, etc., in a timely manner, with a keen focus on service excellence, patient confidentiality, and in adherence to the OHSU Code of Conduct.
Answers incoming calls and addresses patient questions; completing themselves or delegating completion to appropriate role.
Demonstrates strong customer service skills in all interactions with both external customers (patients, families, referring providers and insurance carriers) and internal customers (OHSU health care providers and staff), including both telephone and face-to-face situations. Handles complaints and problems promptly and courteously.
Communicates with patients/families, other health care team members, in a time efficient and courteous manner. Demonstrates active listening skills and supportive, professional behavior at all times, to patients, families and staff.
Required Qualifications:
Four years of general office or secretarial experience; OR
An Associate’s degree or certificate in office occupations or office technology and two years of general office or secretarial experience; OR
A Bachelor’s degree and two years of general office or secretarial experience; OR
An equivalent combination of training and experience.
Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.
Job Related Knowledge, Skills and Abilities:
Previous experience working in a clinical office setting.
Previous experience handling sensitive, confidential information.
Proven experience providing excellent customer service both to internal and external Customers.
Previous experience working with insurance companies.
Experience working with Electronic Medical Records
Demonstrated expertise with computer multi-level data systems and various office software.
Proficiency with processing patient service requests, specialty and department referrals, authorizations, and working knowledge of medical insurance systems.
Familiarity with managed care functions.
Proficiency with understanding of medical terminology.
Demonstrable record of reliable attendance, punctuality and proven successful performance at past and present employers.
Ability to complete multiple tasks simultaneously.
Ability to work in a fast-paced environment.
Ability to manage competing priorities.
Ability to meet deadlines and urgent patient and system needs.
Ability to work independently. Exceptional organizational skills. Strong innovation skills.
Ability to apply computer knowledge and administrative experience to prioritize workload and increase efficiency of office procedures and practices.
Strong relationship building skills with patients, providers, staff, management; exceptional customer service skills, both in person and on the phone.
Exceptional interpersonal skills – able to resolve conflicts and to problem solve between parties.
Patient advocacy skills – evaluate patient concerns for timely resolution; sensitivity to patient needs.
Demonstrated evidence of strong written and verbal communication skill; willingness to serve as a positive and professional role model and mentor.
Preferred Qualifications:
Experience as an executive assistant or general office experience including administrative duties, provision of technical assistance, or operations review.
Bachelor’s degree in Business Administration, Management, Public Administration or a closely related field.
Previous experience in a concierge service-related field
Previous experience working effectively with high profile individuals
Additional Details:
Working hours, Monday-Friday; 8 a.m. – 5 p.m.
May require non-standard hours with prior notification.
Telework and in-person schedule will be determined by manager.
Benefits:
Two raises per year – One at anniversary date and one across the board annual increase
Healthcare Options – Covered 100% for full-time employees and 88% for dependents, and $25K of term life insurance provided at no cost to the employee
Two separate above market pension plans to choose from
Vacation- up to 200 hours per year depending on length of service
Sick Leave- up to 96 hours per year
8 paid holidays per year
Substantial Tri-met and C-Tran discounts
Additional Programs including: Tuition Reimbursement and Employee Assistance Program (EAP)
All are welcome: Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or [email protected].
Title: Front Desk/ Concierge
Company: Havenwood of Minnetonka
Location: Minnetonka, MN
