Last week we celebrated the Monash Health front of house workforce that helps keep our patients, visitors and employees safe every day as they enter our sites.
This week, we take a deeper dive and hear from some of the individual team members that make up this dynamic workforce at Monash Medical Centre about their experiences over the past 18 months.
First up is Layna Gomez, Main Reception, Customer Service /Admissions Administration, who shared what she finds most enjoyable about her role.
“I really enjoy the diversity and busy environment every day or even every hour can bring. Nothing stays static, which makes every day very interesting.
“I also feel very lucky to work for an iconic healthcare institution with a caring and supportive management and team.”
Pictured: Layna Gomez, Main Reception, Customer Service /Admissions Administration.
As Entrance Screening Shift Lead, Max James has seen a lot of change over the past 18 months. When asked what the biggest challenge he found in his role was, he said it was learning to better communicate with patients and their families.
“When I started this role, interacting with people when they are at their most vulnerable was a new experience for me.
“Working through and learning the communication skills needed to aid patients and their families has been a very rewarding process.”
Pictured: Max James, Entrance Screening Shift Lead.
When discussing the importance of high-quality customer service and compassion in her role, Louisa Raharaha, Main Reception – Customer Service /Admissions Administration, shared the positive impact it can have on visitors and employees.
“Being the first point of contact for patients and their families, as well as colleagues, it is important to always leave them with a good impression, even if it is a simple wave or a cheerful good morning.
“You never know what they’re going through, so you could be helping someone start their day in the right direction.”
Pictured: Louisa Raharaha and Zac Glaros, Main Reception – Customer Service /Admissions Administration.
Whilst the teams have faced their share of challenges, Grace Harley, COVID-19 Clerical Shift Lead at MMC, said that they have adapted incredibly well and gained a new set of skills to help overcome them.
“It can be difficult communicating with visitors due to language barriers, individuals disagreeing with or not wanting to follow the rules.
“Part of the team’s skill set is being able to deescalate situations, but have compassion, empathy and respect for visitors. They need to help visitors understand the guidelines that are in place to keep everyone safe.”
The front of house teams have many responsibilities, not only screening visitors, but providing directions, addressing any concerns, organising access to wheelchairs and answering enquiries that visitors may have, both in-person and over the phone.
Thank you to the front of house workforce across all sites for your ongoing hard work, adaptability and the positive attitude you bring to your roles.
Approved by Kate Horkings, Acting General Manager Specialist Clinics, Health Information and Language Services.