Visitor services specialist job description

This part-time position performs customer service and sales duties in the admissions and museum store areas during week days and weekends.

At the College of Central Florida, our vision is to be "Your first choice for quality higher education." We aim to accomplish this by providing a caring and exceptional learning environment that fosters the success of our students and community. Candidates considering becoming part of the CF family must be able to embrace and model this philosophy in their day-to-day responsibilities and demonstrate our standards: professional, responsive, informative, dependable and engaged.
ESSENTIAL JOB FUNCTIONS:

Perform all aspects of admission procedures for the museum, including front-line cash receipts and control. Perform sales of tickets, memberships, workshop fees, donations, coffee/tea products, snacks, books and gift merchandise. Provide assistance to front desk volunteers when needed. Learn recipes and be able to prepare all coffee drinks offered on the menu. Maintain and clean coffee equipment.

+ Oversee the operation of the museum store, in the absence of the store manager.

+ Provide advocacy for visitor relations and promote the welfare of the museum by following policies and procedures. Resolve visitor complaints and concerns to the mutual satisfaction of the museum and the visitor or refer to supervisor.

+ Perform opening and closing procedures and pull the required daily reports.

+ Handle telephone, voicemail and e-mail inquiries for information regarding visits.

+ Assist with special events relating to visitor services.

+ Work collaboratively with security and facilities staff and report maintenance and security needs to appropriate departments.

+ Performs other duties as may from time to time be requested by the supervisor.

(These essential job functions are not to be construed as a complete statement of all duties)

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Acceptable eyesight (with or without correction).

+ Acceptable hearing (with or without hearing aid).

+ Ability to clearly communicate both orally and in writing on a telephone and on a computer for extended periods of time.

+ Routinely requires sitting at a desk and viewing a display screen for extended periods of time.

+ Ability to access, input, and retrieve information from a computer or other electronic device.

+ Routinely requires moderate (up to 40 pounds) lifting and carrying.

+ Routinely requires walking, standing, sitting, kneeling, stooping, reaching up, twisting and bending.

ENVIRONMENTAL CONDITIONS:

+ Works inside in an office environment.

+ Works in the museum store.

High school diploma or equivalent required. Experience in a field related to business, customer service, retail sales or food service preferred.

One year of direct experience in the field preferred.

General technical knowledge about computers. Computer skills in word processing, point of sale and visitor services preferred. Ability to provide customer service, problem solve and interact with visitors to provide general museum information and merchandise sales and assistance. Must have high energy, be resourceful, disciplined, and be willing to work a flexible work schedule. Ability to work with volunteers to provide excellent customer relations. Ability to work collaboratively within the museum organizational structures, including knowing, understanding and following necessary procedures and policies.

ID: 2021-1715

Post End Date: 12/1/2022

Visitor Services Specialist - Front Desk Reception

We are looking for someone passionate about helping close the literacy gap in this country. You will have the opportunity to be a part of an organization that has distributed over 20 million free books to children in underserved communities over the last 12 years. We are looking for an energetic team player who is passionate about our mission to significantly increase BOOK OWNERSHIP among underserved infants, toddlers and school-age children.

The Visitor Services Specialist will greet all volunteers and guests as they arrive in our facility, ensure a smooth registration process and ensure a quality experience for all those coming to our book bank. They will also help create a pipeline of new volunteers through contact over the phone and in person with local corporations and organizations to build interest in the Bernie’s Book Bank volunteering experience. While fulfilling responsibilities, the Visitor Services Specialist will be expected to maintain the integrity of Bernie’s Book Bank’s mission, culture, brand standards, core values and goals at all times.

Hours:
Wednesday and Thursday - 4pm - 6:30pm
Saturday 8-5pm
1 night every other week on Wednesday or Thursday staying until 7:45/8:15pm

Essential Job Responsibilities:

• Answer/direct calls and greet visitors to Bernie’s Book Bank.
• Maintain a clean, welcoming and professional front desk environment.
• Help visitors check in at kiosks and direct guests as needed.
• Assure “clean” handoff of all volunteers to transition team member
• Maintain an up-to-date volunteer calendar by confirming volunteer reservations, opening sessions and recording advanced bookings.
• Assist in building and maintaining a robust volunteer pipeline through volunteer recruitment efforts including; cold calling, logging interactions and researching local businesses and organizations.
• Keep Bernie’s Vault stocked and assist in inventory management.
• Assist visitors with purchases from Bernie’s Vault.
• Respond to public inquiries
• Assist with financial tracking (i.e. creating invoices, processing credit card transactions and submitting bills and check log deposits).
• Provide administrative support to team members, such as ordering office supplies, organizing anniversary and birthday celebrations and managing printer stock, meter readings and service requests.
• Provide support related to CRM data management (i.e. contact management in Salesforce, assisting with FormAssembly and Salesforce issues).
• Secure VSS back up when absent (i.e. breaks, lunches).
• Assist with events (set up/tear down, etc.).
• All other duties as assigned.

Requirements:

• MUST have and exude an exceptionally positive, “I CAN/I WILL” attitude.
• MUST understand the value of relationships as the lifeblood of Bernie’s Book Bank
• Minimum 1 year experience.
• High School Diploma/GED.
• Possess the following qualities: organized, able to multitask/prioritize, detail-oriented, problem-solving, self-motivated, system-driven, friendly, enthusiastic, team-oriented.
• Effective knowledge of computer systems and databases and ability to use them.
• Is comfortable working with external audiences and representing Bernie’s Book Bank to the public.
• Excellent customer service and oral/written communication skills.

Working Conditions/Physical Demands:

While performing the duties of this job, the incumbent will typically be working in an office environment and be required to sit, reach with arms and hands, talk and hear. May require lifting up to 25 lbs. Reasonable accommodations may be made for individuals with disabilities to enable them to perform the essential job duties.

Company DescriptionBernie's Book Bank sources, processes and distributes quality new and gently used children's books to significantly increase book ownership among under-served infants, toddlers, and school-aged children throughout Chicagoland.

Bernie’s Book Bank is the leading provider of quality books to under-served children in the Chicagoland area. We have processed and distributed over 20 Million books since our inception in 2009!

We do this by sourcing millions of new and gently used books from our generous donors. We level them into age-appropriate groups, place an identifying sticker on them and then select a variety of 8 new and gently used titles to be placed into a bag for distribution. We then deliver each bag of books directly to the children we serve via the school districts and ‘Under 6’ (U6) programs in the Chicagoland area. In one year each child we serve will receive a total of 8 quality children’s books to take home and call their own.

As a non-profit organization funded entirely by generous individuals, foundations and caring companies, Bernie’s Book Bank cannot succeed without the support of many book donors, volunteers, and investors. Working together, we are transforming the educational journey of thousands of under-served children by providing them the tools they need to become successful readers.

• Answer incoming calls from patients, physician offices and other customers with priority to meeting 95% incoming call success rate.
• Make outgoing telephone calls to patients, physician offices, and other customers in response to incoming referrals, orders and other requests.
• Demonstrate The Augusta Way service standards and ensure customer needs and / or requests are met.
• Ensure warm transfer when customer needs cannot be fulfilled within Pre-Visit department scope.

Scheduling Appointments and Procedures

• Manages a variety of caller needs and or requests including but not limited to; appointment scheduling (hospital and physician), minor billing questions, wayfinding / directions and general health system services inquiries.
• Use appropriate scripting to ensure clear and consistent communication and messaging to patients and other customers.
• Perform all elements of the scheduling process including the following: accurate identification of patient, accurate selection of appointment type according to physician's order or patient request with emphasis on first available date/time and payer authorization requirements.
• Inform patient of any pertinent procedure preps, pre-requisite labs and/or pre-medication requirements. Direct patient to their designated service location.
• Document relevant and necessary notes for clinical care and billing purposes.
• Enter patient's account into the insurance authorization module of system, if applicable, or perform Medicare medical necessity check and follow up as needed.
• Ensure physician orders are accurate and complete (contain the 6 essential elements), scan or import into HIS prior to service being provided.

Pre-Registration and Financial Clearance

• Pre-register patients in keeping with quality assurance standards; collect complete and accurate demographic and billing information and enter into HIS.
• Coordinate and assist in completion of activities relating to patient's financial responsibility, including; insurance verification and review of benefits, review of various payment options, prepare financial estimate for patient responsibility, copay, co-insurance or self-pay patient responsibility.
• Conduct credit card transactions over the telephone for upfront and other collections.
• Refer patient to Financial Advocate when appropriate.
• Assist patients with insurance and minor billing questions and refer to appropriate individuals when more in-depth follow up is required.
• Refer unsponsored or underinsured patients to financial advocacy.

Scanning and Documentation

• Scan or import all necessary documents into the patient record.
• Document thorough notes necessary to support account follow up.

Education

• Maintain up to date knowledge and competency of a wide variety of third party plans and insurance carriers, both participating and non-participating plans.

• Attend / complete all mandatory education sessions, competencies or classes. Attend all department staff meetings.
• Complete annual organization mandatory education and competencies.

Other Responsibilities:

• Organize and manage time effectively to optimize productivity. Meet department and organization goals in accordance with performance standards, policy and procedures.
• Demonstrate a positive, professional image of caring and concern for patients, family and all other internal and external customers. Maintain composure in difficult situations.
• Exercise good judgement to resolve patient concerns and/or refer issues to department supervisor / manager.
• Comply with all departmental and organizational policies and procedures.

Level II Responsibilities

• Proficient in functions and duties associated with all service lines, modalities and customer needs within the Pre-Visit Department scope of service.
• Demonstrates a positive, professional image of caring and concern for patients, family and all other internal and external customers.
• Answers questions and assists less experienced team members.
• Serves as role model for team.

All other duties as assigned by supervisor / manager.

Visit Department scope of service. Serves as a role model and mentor for other team members.

Education Requirements: High School Diploma or GED equivalent required, CHAA certification with NAHAM

Experience Requirements:

• Computers and keyboard typing skills - 35 words per minute
• Must possess written and verbal communication skills

Work Experience :

• 1 year previous experience in customer service
• 1 year previous experience in healthcare / hospital scheduling and registration related duties
• Use of medical terminology

Preferred Experience and skills

• Medical Imaging scheduling
• Organized
• Ability to multi-task
• Outlook email for business related duties

Licensure/Certification: CHAA Required