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Family Resource Lead

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Children's Minnesota

21d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Healthcare
  • Saint Paul

AI generated summary

  • You need a high school diploma, 4 years of customer service, training experience, strong communication skills, proficiency in tech tools, and leadership qualities. Bilingual preferred.
  • You will manage staff inquiries, prepare schedules, train new employees, serve as the Welcome Center's first point of contact, and handle Operator Services across the Children's system.

Requirements

  • High school diploma, GED, or equivalent. Enrolled in college or trade school, or two-year degree or higher degree preferred.
  • Four years of Customer Service experience
  • One year experience facilitating or leading orientation preferred
  • Previous experience as a trainer
  • Previous experience as a mentor/coach
  • Experience developing and maintaining training materials and procedures
  • Possesses high proficiency in understanding of a child and family centered-care approach
  • Continual exposure to, and advanced understanding of, complex and forward-facing customer focused interactions
  • Exhibits identifiable leadership qualities and/or behaviors which include: empathy, the ability to coach and mentor others, assertiveness, initiative, self-reflection, and desire to continually improve
  • Ability to lead by example and organize team members
  • Excellent written and spoken communication skills
  • Ability to work under stressful conditions, managing time, prioritizing initiatives, and effectively multi-task
  • Familiarity and experience with, and use of, de-escalation techniques
  • High level proficiency with computing and administrative functions, including 60+ typed WPM, GroupWise email or equivalent, Instant Messenger, confirming appointments, navigating multiple databases concurrently
  • Ability to detect irregularities, such as security risks, facility and safety hazards and emergency situations
  • Ability to quickly absorb information, assess situations and make sound business decisions
  • Sensitivity to cultural diversity, different languages, needs and coping styles
  • Experience with time keeping software (ie, Kronos) preferred
  • Experience with electronic medical record systems preferred
  • Call Center experience preferred
  • Proficient with Microsoft Office programs
  • Notary Commission in Minnesota, or expectation to obtain within one month of training, if staffing the Family Resource Center (FRC)
  • Bilingual preferred

Responsibilities

  • This position is the daily contact for Welcome Center staff for inquiries around department updates, rotation changes, and overall daily workflow.
  • This position prepares adjustments to schedules and timecards and maintains the Welcome Center resource directory.
  • The Family Resource Lead facilities new employee access to programs and is the master new employee trainer, also serving as a primary resource for trainers.
  • This role staffs the Welcome Center, providing first point of contact services and direction to patient and families, visitors, and staff to Children's Minnesota.
  • This includes providing check-in, badges and health screens for all, relaying information about the Children's system, and working in collaboration with other departments to provide optimum support services.
  • This position is also responsible for Operator Services for the entire Children's system.

FAQs

What is the primary responsibility of the Family Resource Lead?

The Family Resource Lead is responsible for overseeing the daily operations of the Welcome Center, providing first point of contact services to patients, families, and visitors, and serving as a resource for staff and new employee training.

What are the educational requirements for this position?

A high school diploma, GED, or equivalent is required, and candidates enrolled in college or trade school or holding a two-year degree or higher are preferred.

How much customer service experience is required for this role?

A minimum of four years of customer service experience is required for the Family Resource Lead position.

Is prior experience facilitating or leading orientations preferred?

Yes, one year of experience facilitating or leading orientations is preferred for applicants.

What specific skills are necessary for this position?

Candidates should demonstrate strong leadership qualities, excellent communication skills, the ability to manage stressful situations, proficiency in computing, and sensitivity to cultural diversity.

Is there a requirement for a medical license or certification?

No, a license or certification is not required for this position.

What language skills are preferred for this role?

Bilingual candidates are preferred for the Family Resource Lead position.

Is training provided for new employees in this role?

Yes, the Family Resource Lead serves as the master trainer for new employees and facilitates access to necessary programs.

Are there physical demands associated with the job?

Yes, there are physical demands associated with the role, which can be reviewed in detail through the provided link.

Will this position have opportunities for career growth?

Yes, Children’s Minnesota tends to promote from within and offers various opportunities for career development and advancement.

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Children's Minnesota

With the most pediatric experts in the region, Children’s Minnesota is dedicated to being #TheKidExperts.

Science & Healthcare
Industry
5001-10,000
Employees
1924
Founded Year

Mission & Purpose

Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital.