Description
Responsible for the management of daily operations and the coordination of services provided through the Patient Family Library Resource Center. Responsible for creating a welcoming, user-friendly, and customer-focused environment. Serves as a point of contact and referral source for patients, families, staff, and visitors seeking information on available support programs and services at Children's National. Supports the development, implementation, and evaluation of designated educational services and library programming to enhance patient services and experience. Develop guidelines, policies, procedures, and performance standards to achieve departmental goals.
Qualifications
Minimum Education
Bachelor's Degree in Human Resources, Psychology, Education, Public Administration, or related field (Required) Or
Master's Degree (Preferred)
Minimum Work Experience
2 years related and progressive experience, preferably in a health care environment (Required)
1 year supervisory experience (Required)
Required Skills/Knowledge
Demonstrate placing a high priority on serving patients and families in a timely and courteous manner.
Advanced knowledge of Microsoft Office.
Spanish speaking preferred.
Excellent communication, problem-solving, customer service, and organizational skills required.
Ability to comfortably work with internal and external customers from diverse social, cultural, and educational backgrounds.
Demonstrated project management and coordination skills.
Ability to identify and work collaboratively with diverse teams.
Ability to listen, be empathetic, seize challenges, and resolve issues.
Flexibility to work on weekends and off-hour shifts.
Functional Accountabilities
Patient Services and Support
- Serve as a primary point of contact for patients, families, and staff utilizing the Patient Family Library Resource Center.
- Assist with customer service questions and provide materials regarding hospital services, integrative care programs, patient resources, amenities, and way-finding.
- Participate in the development, creation, and implementation of programs offered through the resource center.
- Serve as an active and engaged member of the Patient Family Advisory Council.
- Work with internal and external partners to support the expansion of hospital-based education services.
- Ensure home/hospital education materials are available to patients, families, and staff.
- Work with patients/families to support patient/family-run group events and activities.
Library Services
- Work with interdisciplinary team and library staff to select and acquire library materials.
- Build on current research and best practices to create innovative systems for library operations, book distribution, and circulation.
- Perform duties related to circulation management and control.
- Serve as the liaison between hospital programs and community partners to provide new and diverse library programming opportunities.
- Recruit, train, and supervise volunteer staff to help with library operations and facilitate clinic/unit based access to books, magazines, and other resources.
- Develop volunteer staffing plans/schedules to help optimize productivity and ensure quality services.
- Provide statistics for annual report.
Operational Oversight
- Contribute to the development of policies, procedures, and systems that ensure the effective functioning of the Center.
- Implement strategic plan through management of day-to-day operations of the Patient Family Library and Resource Center.
- Participate in the oversight of specific programs designed to enhance patient and family experience.
- Maintain a safe, clean, warm, and welcoming environment.
- Troubleshoot operational issues and develop action plans to resolve.
- Work with the director to evaluate services, programs, policies, and procedures, and performance standards to achieve departmental goals.
- Ensure compliance with Children's National policies and procedures, and regulatory standards.
Administrative
- Create and maintain Patient Family Library and Resource Center website on Children's National Intranet in collaboration with PR and Marketing department.
- Maintain office supplies, equipment, and reference manuals.
- Responsible for creating library and resource center database and compiling quarterly statistics and operations report.
- Maintain Patient Family Library and Resource Center Business Station and Refreshment Center.
Organizational Accountabilities
- Anticipate and respond to customer needs; follows up until needs are met.
- Demonstrate collaborative and respectful behavior.
- Partner with all team members to achieve goals.
- Receptive to others' ideas and opinions.
- Contribute to a positive work environment.
- Demonstrate flexibility and willingness to change.
- Identify opportunities to improve clinical and administrative processes.
- Make appropriate decisions, using sound judgment.
- Use resources efficiently.
- Search for less costly ways of doing things.
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