If you’ve walked through the main entrance of Monash Medical Centre (MMC) in the past 18 months, it’s likely you’ll have crossed paths with our front of house team.
From those who provide initial screening to our reception desk administrators, the front of house team has played an invaluable role in our response to COVID-19, ensuring the safety of our employees, patients and their families with each visit.
With an average of 7,000 visitors, staff and patients passing through the doors at MMC every day, the team has put in a remarkable effort making sure anyone who enters is adhering to the current COVID-19 restrictions and guidelines.
Lisa Gelberidis, Manager, Customer Service/Admissions Monash Sector at MMC Clayton and Monash Children’s Hospital and Moorabbin, shared her admiration for the hard work of all front of house teams that includes the Main Reception Teams and the Entrance Screening teams.
“I am extremely proud and humbled to work with such an amazing team that are so resilient to the changes. I am so proud of how they have been able to adapt. We are all one team, and we are all here to support each other whilst providing everyone with positive customer service while adhering to the required COVID safety and screening measures.”
The teams are no stranger to change, with new restrictions frequently triggering disruptions to daily operations including those regarding entry points, queuing areas, visiting hours and times. In fact, they have passed more than 88 versions of the visitor restriction guidelines to date!
Despite this, they have remained resilient and positive, taking any revisions to rules in their stride, as could be seen in the team’s response to the move from registering visitors on iPM to QR codes and the Service Victoria app.
Adding to the praise was Serena Demko, Acting Team Leader, Customer Service and Admissions, who noted “the team come in on time, with the right attitude and energy to be prepared for what is to come and do their job well.”
Pictured: Evie Corrigan, Entrance Screening Administration Clerk.
To assist the teams in providing high-quality customer service, Monash Screening Team Leader, Monash Sector, Ana Mujezinovic encourages all employees to continue to greet the front of house teams as they arrive and have the relevant documentation ready.
“A reminder to all employees when they enter the screening at staff entrances, to continue having patience and say hello to the screening staff.
“Show your ID, have your daily attestations ready and do your bit to help make everything run smoothly.”
As the face of Monash Health, the team strives to achieve expectational first impressions to positively influence our patients’ and visitors’ experiences. They do so with the highest level of customer service every day, across all Monash Health sites.
To all our front-of-house workforce, we say thank you for your ongoing commitment and for helping keep the Monash Health community safe.
Keep an eye out next week as we hear from some of our front of house team members.
Approved by Kate Horkings, Acting General Manager Specialist Clinics, Health Information and Language Services.