Guest Services Representative

Job description

Job
Description

Park Nicollet Health Services

Job Title: Representative, Guest Services

Job Code: 5SX

Leader Title Level: Mgr, Patient Support Srvcs

Location: Meadowbrook

Heart & Vascular Center

Methodist Hospital

Department: Volunteer Services/Foundation

Final Approval (Dir.

or VP Level): Dir, EVS & Parking

Date Approved:

10/21/2013

Date Revised:

11/30/2023

POSITION
SUMMARY STATEMENT:

The
main responsibility of this position is to work cooperatively with
all hospital departments and clinics to deliver optimal service to
patients, families and guests by anticipating customer needs,
greeting and assisting all individuals entering the facility and
ensuring that the finest in hospitality and service is consistently
provided, with minimal supervision.

MINIMUM
QUALIFICATIONS:

Education, Experience or Equivalent Combination:

High School Diploma or equivalent.

3 – 5 years of working in public settings as a receptionist, concierge or other guest contact experience required.

Licensure/ Registration/ Certification:

NA

Knowledge, Skills, and Abilities:

Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients.

Requires knowledge of handicap equipment (wheelchair, walker, crutches, and how to assist patients, visitors and staff.

Personal computers utilizing Microsoft applications and healthcare databases.

Standard Office equipment

Wheelchairs

PREFERRED
QUALIFICATIONS:

Education, Experience or Equivalent Combination:

NA

Licensure/ Registration/ Certification:

NA

Knowledge, Skills, and Abilities:

NA

ESSENTIAL
DUTIES:

Hospitality Services

Approaches work from a Customer Experience and Results vantage point, looks for opportunities to assist other team members, or other hospital staff, in serving our patients and guests.

Anticipates needs of patients and families and delivers service according to hospital and department standards.

Able to effectively and accurately direct patients and visitors

Provides wheelchair transportation and/or walking escort to patients and guests as needed.

Rounds throughout the lobby and public areas to ensure availability to guests

Gives direction to volunteers in Guest Experience roles

Integrates services across the hospital and adjoining clinics to ensure exceptional guest experiences

Knowledgeable regarding emergency procedures and processes

Routes media requests to the appropriate resource

Knowledgeable about Joint Commission and other regulatory agencies and knows proper way to receive and announce them

Maintains neat, clean, professional and safe appearance of lobby and other public areas

Reports any needed repairs to proper departments

Assists in maintaining adequate supply of wheelchairs

Guest Feedback

Encourages guests to provide feedback regarding their experience

Tracks & reports recurring requests from patients and visitors and makes recommendations for long term proactive solutions that improve the patient and family experience.

Performs other miscellaneous duties as necessary.

May include but are not limited to:

Attends and participates in staff meetings, and professional development sessions

Actively seeks to build goodwill among team members and across departments

Assists in training new staff and volunteers

Contributes articles to the department newsletter to improve interdepartmental communications

Assists with assembly of mailing materials &/or phone calls.

Other duties as assigned

*Job
description rankings/percentages are intended to reflect normal
averages over an extended period of time, and are subject to daily
variances.

Quality and efficiency standards should at no time be
compromised to meet the average expectations expressed above.

Job
descriptions are subject to change to accommodate organization or
department needs.

ORGANIZATIONAL
EXPECTATIONS:

Values

All
colleagues are expected to live our values:

Excellence: We
strive for the best results and always look for ways to improve.

Compassion: We
care and show empathy and respect for each person.

Partnership: We
are strongest when we work together and with those we serve.

Integrity: We
are open and honest, and we keep our commitments.

Additional
Expectations:

Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.

Maintains regular and timely attendance.

Protects confidentiality.

Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

Timely completion of all mandatory education and organizational requirements (., licensure/certification, Employee Health and Wellness requirements, annual training,

POPULATION
SPECIFIC COMPETENCIES:

Yes

No

Does this employee have direct patient contact?

x

Departments
will need to determine the appropriate competencies in their areas
for their specific patient populations documented in the essential
duties section.

Examples
of items that can be included are:

Identifies expected outcomes for a plan individualized to the patient or situation specific to the needs of the population served.

Communicates effectively with patients, families, and team members.

Integrates practices that supports patient safety, acknowledges variations in populations served.

Anticipates the needs of the population served as well as the unique characteristics of the communities served.

Anticipates the needs of the population in providing culturally responsive care and develops an individualized plan for patients and families.

LEADERSHIP
RESPONSIBILITY:

Please
describe the degree to which the position directs the work of others
or coordinates workflow of a clinic, department, or functional area.

If applicable, indicate the number of people and the titles for which
this position directly and/or indirectly directs the work of others
or coordinates workflow.

Guides
volunteers in Guest Experience roles

Critical
Job Demands

Section
1: Place an “X’ next to ONE
of the terms that best describes the frequency for each of the
Critical Demands.

Critical Demands

N/A

0%

Rare

1-5% (Up to a 1/2 hour)

Occa

6-33% (1/2 hour to 3 hours)

Freq

34-66% (3 to 5½ hours)

Cont

67-100% (5½ to 8 hours)

Standing - Remaining on one's feet in an upright position at a work station without moving about.

x

Walking - Moving about on foot.

x

Sitting - Remaining in a seated position.

x

Squatting - Assuming or maintaining a crouching position with the knees bent.

x

Reaching - Stretching out or extending to touch or grasp.

x

Lifting - Raising or lowering an object from one level to another (includes upward pulling).

x

Carrying - Transporting an object, usually holding it in the hands or arms, or on the shoulder.

x

Pushing/Pulling – Exerting force upon an object so that the object moves away/towards from the force.

x

Handling/Fingering – (includes typing, computer work, gripping, grasping, and pinching)

x

Section
2: Place an “X” next to ONE
of the terms that best describes the Strength
Rating for this job
classification whichis
expressed by one of five terms: Sedentary,
Light, Medium, Heavy, and Very Heavy.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

x

Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects.

Physical demand requirements are in excess of those for Sedentary Work.

Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible.

NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible.

Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

Physical Demand requirements are in excess of those for Light Work.

Heavy Work - Exerting 50 to 100 pounds of force occasionally, and/or 25 to 50 pounds of force frequently, and/or 10 to 20 pounds of force constantly to move objects.

Physical Demand requirements are in excess of those for Medium Work.

Very Heavy Work - Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects.

Physical Demand requirements are in excess of those for Heavy Work.

Note:
During any patient handling task, if any caregiver is required to
lift more than 35 lbs.

of a patient’s weight, assistive transfer
devices should be used for the transfer.

HAZARD ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE)

Please contact the employer Employee Health & Safety (EHS) with any questions or assistance related to the completion of the Hazard Assessment for Personal Protective Equipment (HAPPE) Form.

RELATED TO: Hazardous Substances and Harmful Physical Agents

Yes

No

Task Description

Potential Hazard

Hazard control

PPE Required

x

Working with box cutters, knives or other sharp cutting devices.

Penetration

Cut away from body.

Use proper tool for the job.

Safety knife or safety box cutter

Cut resistant gloves

Other ___________________

x

Working with liquid chemicals, acids, or caustics (Examples: reprocessing, cleaners, disinfectants, laboratory chemicals).

See MSDS online database for chemical list

Chemicals

Flammables

Toxic Gases

Corrosives

Use only employer approved products.

Use appropriate soaking containers with labels.

Understand hazards of chemicals you use (read MSDS).

Goggles

Chemical face shield

Chemical resistant gloves

Chemical resistant aprons

Lab Coat

Closed toe shoes

Powered Air Purifying Respirator

Other ___________________

x

Exposed to extreme heat (Examples: Autoclaves, Blanket warmers, Ovens, Propane torches) or cold (Liquid Nitrogen, Winter temperatures).

Heat

Cold Stress, Burns, Frostbite

Approach hot surfaces carefully.

Use only approved liquid nitrogen dewars.

Dispense only if trained.

Heat resistant gloves

Cryogenic (cold resistant) gloves

Goggles

Face shield

Other ___________________

x

Driving or riding in motorized vehicle equipment as part of the job.

Vehicle crash, Impact

Absolutely no text messaging while driving.

Refrain from cell phone use while driving.

Seat belt

Other ___________________

x

Working in extremely wet or slippery conditions or working in 24/7 operations where floors are wet from mopping.

Slip, Trip, or Fall

For wet areas, mop excess water regularly.

Place warning signs.

Select footwear carefully

Slip resistant shoes

Rubber boots

Other ___________________

x

Preparing or handling hazardous drugs (Examples: cytotoxic drugs, chemotherapy agents).

Chemical

Genetic damage

Tumors

Receive training

PPE

Use of biological cabinet

Spill procedures

Waste disposal SOP

Gloves appropriate for chemical

Disposable barrier gown

Goggles

N95/PAPR (spill cleanup)

Ventilation Hood

Other ___________________

x

Medical/surgical procedures involving heat generating tools or equipment (Examples: cautery/ lasers).

Light radiation, burns to self or patient, smoke inhalation

Receive laser training.

Awareness and knowledge to minimize surgical or procedural fires.

Code Red training

PPE

Restricted access

Specialized laser safety glasses

Other ___________________

x

Working with or near ionizing Radiation Hazards (Examples: Radioactive sources, X-Rays).

Over exposure, Genetic damage

Warning signage

PPE

Waste and spill procedures

Personal monitoring

Shielding, distance

Lead Aprons

Other ___________________

x

Working near MRI.

Trauma resulting from missile effect

Restrict access

Screening

Signage

x

Moving equipment/supplies.

Strain, Sprain

Proper body mechanics

Get additional help

Get Ergonomic help from EOHS.

x

Dealing with agitated persons or disturbances.

Workplace violence, bodily injury, body fluid exposure

Training in verbal de-escalation techniques.

Code Green procedure

Gloves (Clean)

Barrier Gown or fluid resistant Lab Coat

HAZARD ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE)

RELATED TO: Infectious Agents

Yes

No

Description

Potential Hazard

Hazard control

PPE Required

PERFORMING OR ASSISTING WITH THESE TASKS:

x

Potential for splash of blood/body fluid to face and clothing: examples but not all inclusive: suctioning, wound irrigation, eye & ear irrigation, close contact (within 3 of patient with frequent, productive cough, sigmoidoscopy, cystoscopy, colonoscopy.

Exposure to Infectious Agents

Hand hygiene before and after task

PPE

Facial protection (mask plus goggles OR face shield)

Gloves (Clean)

Barrier Gown if anticipate splash

x

Activity that requires touching patient’s non-intact skin or mucous membranes.

Exposure to Infectious Agents

Hand hygiene before and after task

PPE

Gloves (Clean)

x

Activity that includes touching patient’s blood/body fluid or contaminated items or environment, examples, but not all inclusive: disposal of urine, blood canisters.

Exposure to Infectious Agents

Hand hygiene before and after task

PPE

Use of Spill kits (as needed)

Gloves (Clean)

Barrier Gown if anticipate splash

Facial protection (mask plus goggles OR face shield) if anticipate splash

x

Performing duties with sharp devices that could result in exposure to blood or body fluids.

Exposure to Infectious Agent/sharp injury

Use of sharps safety devices

Avoid re-capping needles

Proper disposal of sharps at point of care

For reusable sharp, use safe transporting practices

Use neutral zone for passing sharps

PPE

Gloves (Clean vs.

Sterile depends on the procedure)

Facial protection (mask plus goggles OR face shield) if anticipate splash

x

Entering rooms where patients with airborne diseases are treated.

Exposure to Infectious Agent/inhalation

Mask patient

Place patient in airborne infection isolation room if available

Limit entry into room

Keep door closed

PPE

Follow Communicable Disease Guidelines and Tuberculosis Control Plan to determine if N95 respirator, PAPR, or surgical mask is needed

x

Work with specimens from patients with airborne diseases.

Exposure to Infectious Agent/inhalation

PPE

Biological Safety hoods/cabinetinstrumentation with automated/closed sampling mechanisms

N95 respirator or PAPR

x

1.

Procedures that enter deep tissue or body fluid, including but not limited to:

Central IV insertion, placing a catheter or injecting material into the spinal canal or subdural space (myelogram, lumbar puncture, spinal/epidural anesthesia), breast biopsy, temporal artery biopsy, bone marrow biopsy, OB vaginal delivery, incision & drainage.

Exposure to infectious agents

Hand hygiene before and after procedures

PPE

Gloves (Sterile)

Barrier Gown

Facial protection (mask plus eye protection or face shield plus mask required during these procedures)

x

2.

a.

Procedures that enter

subcutaneous tissue or are located

in the skin structure, including but

not limited to:

Excision of mole, lump, or bump

Excision of lipoma or sebaceous cyst, vasectomy

Exposure to infectious agents

Hand hygiene before and after procedure

PPE

Facial protection (mask and eye protection required during these procedures if anticipate splash)

Gloves (Sterile)

Barrier Gown if anticipate splash

x

2.

b.

Additional Procedures

Shave biopsy, punch biopsy

Joint injection, nerve injection, joint aspiration

Peripheral IV insertion, ENT procedures

Anal-rectal Biopsy

Exposure to infectious agents

Hand hygiene before and after procedure

PPE

Gloves (Clean)

Barrier Gown if anticipate splash

Facial protection (mask and eye protection required during these procedures if anticipate splash)

x

3.

Handling Lab specimens in a laboratory

Exposure to infectious agents

Hand hygiene after removing gloves

PPE

Biological Safety hoods/cabinet

Splash guard

Instrumentation with automated/closed sampling mechanisms

Lab Coat ( fluid resistant)

Gloves (Clean)

Facial protection (mask plus eye protection or face shield plus mask required during these procedures)

Other tasks with identified safety, health or infectious hazards requiring PPE?

Yes

No

Task Description

Hazard

Hazard control

List PPE required

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JD Template – General Roles

Required Skill Profession

Information And Record Clerks