POSITION SUMMARY
The primary purpose of the position is to greet, welcome and assist patients, their families and visitors entering the hospital and create a positive first impression in a professional manner by providing responsive customer service. Incumbent screens patients and visitors for risk of current infectious disease following a defined script. Individuals working in this capacity answer questions, provide information and direct individuals to the appropriate hospital location. Hours may be variable as 24-hour coverage, 7 days a week is necessary. This is a Cares Act funded position.
ESSENTIAL FUNCTIONS:
- Cordially greets visitors and patients upon arrival.
- Conveys an optimistic and positive image of the hospital.
- Screens all patients and visitors for risk of infectious disease according to defined criteria. Directs patients according to their answers to closed-ended questions. Ensures infection prevention efforts are maintained across TCRHCC campus.
- Ascertains patients’ and or visitors’ needs and directs them accordingly.
- Provides assistance to patients and visitors by obtaining wheelchairs, or other services as needed.
- Assures facility’s standards for customer contact and telephone protocols are met.
- Monitors the overall appearance of the hospital entrances.
- Monitor doors, inspect outgoing traffic to prevent unauthorized removal of company property or products and communicate suspicious behavior to security.
- Ensures all patients and visitors entering campus and its buildings have a valid reason to enter, such as a scheduled appointment or obtaining a necessary service, and that all are screened for risk of spreading infectious disease prior to entering or obtaining service.
- Cooperates with security to keep front area of the building clear and unobstructed and alerts security to potentially disruptive people in case of fire, disaster, or patient emergency; is aware of the location of the emergency procedure manual, responds using established procedures; alerts appropriate departments such as housekeeping and maintenance.
- Inspect outgoing traffic to prevent unauthorized removal of company property or products.
- Performs other duties as assigned.
MENTAL AND PHYSICAL EFFORT
The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Physical:
Work is mostly sedentary, with some walking, standing and bending and must be able to stand/walk for a three to four hours at a time. Work may occur outdoors in various types of weather conditions, frequently while wearing personal protective equipment.
Mental:
Incumbent must be able to effectively communicate to the patient what specific information is needed, the reason for requesting such – information and be able to ascertain that it is accurate as possible. Must be able to effectively manage high-stress situations, such as urgent or emergent medical needs, while maintaining infection prevention standards.
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NECESSARY QUALIFICATIONS
Education:
- High School diploma or GED
Experience:
- Six months experience in greeting in a customer service role in a high-volume setting
Certification:
- Must have and maintain current Basic Life Support (BLS) certification by the American Heart Association or obtain within six months of date of hire
Other Skills and Abilities:
A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate achievement in each one of the following areas:
- Must have exceptional customer service skills
- Able to follow written and oral instructions in English
- Able to adhere to infection prevention standards, even in high stress situations
- Ability and willingness to wear personal protective equipment as instructed
- Positive working relationships with others
- Possession of high ethical standards and no history of complaints
- Reliable and dependable; reports to work as scheduled without excessive absences
- Ability to communicate courteously and effectively with patients, visitors and staff.
- Must be personable and display professional competence
- Ability to speak Navajo
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