Information Desk Attendant II

The Information Desk Attendant II serves as an advanced frontline resource for complex patient and visitor needs across the downtown campus. This role combines patient support, patient safety, service recovery, and cross-functional coordination to deliver a seamless, patient-centered experience. The position serves as a highly visible resource for patients, visitors, and staff while contributing to operational efficiency, patient satisfaction, and service excellence.

Patients, visitors, and staff are greeted through professional, compassionate, and customer-focused interactions. The Information Desk Attendant II utilizes empathetic communication, critical thinking, and independent judgment to address patient and visitor needs, coordinate resources, and support positive experiences in routine, sensitive, and high-stress situations. Confidentiality is maintained in accordance with HIPAA and Mayo Clinic policies.

This role coordinates patient assistance services, supports appointment navigation, manages service requests, and collaborates with clinical and operational teams to ensure patients receive appropriate support. The Information Desk Attendant II functions as an escalation resource for complex situations requiring problem solving, decision making, and cross-functional coordination.

The position provides specialized patient mobility and support services that directly impact patient safety, dignity, privacy, and the overall patient experience. Responsibilities include recognizing mobility-related risks, supporting safe patient handling practices, coordinating appropriate resources, and providing catheter-related patient support within established training, competency, infection prevention, and patient privacy standards.

The Information Desk Attendant II serves as a departmental resource for patient safety, safe patient handling, mobility assistance, fall prevention, service recovery, and patient experience initiatives. The role supports operational consistency through mentoring, onboarding, training reinforcement, and guidance to peers while promoting departmental safety and service excellence.

High school diploma or equivalent is required. Associate's degree or coursework in a healthcare-related field, such as Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist, or a comparable program, is preferred.
At least two years of experience in a healthcare, patient support, patient transport, hospitality, or high-volume customer service environment is required, with demonstrated ability to manage complex situations, prioritize competing demands, and coordinate services in a fast-paced setting; or one year of experience in a comparable role involving patient mobility assistance, safe patient handling, patient safety responsibilities, and direct patient support.
Demonstrated proficiency in patient mobility assistance, safe patient handling, fall prevention, ceiling lift operation, exertion injury prevention, and related patient safety practices is required, including successful completion and maintenance of all required training, competency assessments, annual validations, recertifications, and documentation.
Ability to assess patient mobility needs, determine appropriate equipment and sling selection, and safely perform patient transfers using gait belts, Sara Stedy devices, ceiling lifts, and other patient-handling equipment in accordance with established safety standards.  Knowledge of patient safety principles, fall prevention strategies, skin integrity protection, dignity-focused care, patient satisfaction practices, and exertion injury prevention principles.
Strong communication, customer service, and interpersonal skills, including the ability to use empathetic communication, active listening, de-escalation, and service recovery techniques to effectively address patient and visitor concerns while maintaining professionalism and service excellence.  Demonstrated ability to recognize and respond to patient needs, navigate emotionally sensitive or high-stress situations, solve problems, and coordinate resources across interdisciplinary teams to support complex patient care needs.  Demonstrated leadership skills through onboarding, mentoring, training, workflow coordination, or serving as a resource to peers. Experience supporting patient mobility, patient safety, service recovery, patient experience, or related departmental initiatives is preferred.
Strong organizational skills with the ability to manage competing priorities and coordinate services effectively in a fast-paced healthcare environment.
Proficiency in EPIC, Patient Appointment Guide (PAG), or similar electronic systems, with the ability to navigate multiple electronic applications and devices simultaneously.  Successful completion of the Information Desk Attendant II specialized training and certification program within established timeframes is required.
Flexibility to work varied schedules, including days, evenings, holidays, and rotating days off.