Provides investigation, support and guidance in identifying, protecting and returning lost or unclaimed valuables
and personal items found or broken at Springfield Memorial Hospital. Uses strong communication and de-
escalation skills to respond to concerns and complaints in writing, in-person and over the phone.
Embodies the Memorial Health System Values of Safety, Integrity, Quality, Stewardship.
QualificationsEducation:
· High School diploma required. Bachelors preferred.
Licensure/Certification/Registry:
· N/A
Experience:
· Minimum of 2 years’ experience in security, hospital customer service or related field required, 5 years
preferred.
Other Knowledge/Skills/Abilities:
· Excellent verbal skills required to be able to interact with patients, physician, leaders, nursing team and others.
· Shows compassion and listens to patients while remaining calm and neutral.
· Ability to conduct self in manner consistent with the warm and caring image of Springfield Memorial Hospital.
· Basic computer skills required.
· Excellent organizational skills required.
· Reception and telephone skills required.
· Moderate physical effort.
Responsibilities1) Investigate reports of lost items with a focus on stewardship of accessibility devices such as dentures, hearing aids, glasses, wheelchairs, etc.
2) De-escalate patients and visitors in accordance with departmental policy and organizational values
3) Listen and respond to voicemails, e-mails, Halo messages and fax referrals for missing or broken items with professionalism and compassion.
4) Round regularly to collect items from the missing belongings totes in units.
5) Act as the primary point of contact that works directly with patient or family members to locate missing items and if found, attempt to get the belongings to the owner.
6) Gather feedback from department leaders for missing items. This includes, asking the leader to follow up with the patient’s care team on missing item. After all appropriate feedback and review is completed, determine if SMH or the patient is responsible.
7) Use electronic health record to help gather information and document all lost and found.
8) Review surveillance footage as necessary.
9) Assist with items damaged or broken by SMH colleague. This includes:
A. Taking a report from the patient or family member.
B. Discussing the case with colleague’s manager.
C. If colleague was found to have broken the item, work with patient or family on reimbursement to either fix the item or replace.
10) Handle the reimbursement of missing items that includes diligence to locate missing items and if found attempt to get the belongings to the owner. If SMH is found negligent for the missing item reimbursement considered with approval process.
11) Maintain the missing belonging closet by keeping it clean and organized. This includes maintaining the process for retention and disposal of items.
12) Carefully handle and monitor “Lost ADL (Activities of Daily Living) Property Items”. Items include: hearing aids, canes, dentures, etc.
13) Embodies the Memorial Health System Values of Safety, Integrity, Quality, and Stewardship that support our mission, vision and values:
14) Performs other related work as required or requested.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.
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