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 an American Rescue Plan 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.
- Provide 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.
- 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.
- Collaborates 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.
- Responds promptly to safety concerns and emergency codes, calling codes independently and immediately when needed.
- Assists Community Connectors by providing distribution of food, water and other necessary essentials to community members who are in Isolation or quarantine.
- Assists the Contact Tracing team by performing contact tracing activities for patients testing positive for Covid 19, and conducting negative results calling.
- Ensure Proper PPE is used at all times while on duty. Face surgical mask is to be worn in all hospital areas. Proper handwashing is required. If water is not available use hand sanitizer. Social distancing will be practiced by department.
- Proper PPE is used inside assigned Clinics or Units. NIOSH- approved N95 Masks filtering face piece respirator or higher, if available, this includes eye or face shields, gloves, and isolation gowns.
- Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. Complete provided training. Ensure that staff members are following appropriate donning and doffing techniques and have access to necessary PPE for role.
- 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 requiring prolonged periods of sitting, talking, and hearing. However, does require at times prolonged periods of up to three to four hours of standing and walking at a time. The incumbent must be able to frequently reach with hands and arms; and, use hands to finger, handle or feel. This position does require the ability to occasionally lift, push, and pull up to 25 pounds. Work does require the ability to hear client calls, instructions from physicians/department staff, and, overhead pages over loud speaker. The job requires the ability to see close, distance, color, and peripheral vision. Incumbent will need to be able to repetitively move using both hands in grasping simple/light; grasping firm/heavy; and, fine dexterity. 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. Must have ability to work alone for a prolonged amount of time as well as adapt to shift work and occasionally cope with high levels of stress, make decisions under high pressure, cope with anger/fear/hostility of others in a calm way, manage altercations, concentrate, handle multiple priorities in stressful situation, and demonstrate high degree of patience. Must accept a flexible schedule to meet unit needs.
Environmental:
May be exposed to infectious disease and extremes in temperature or humidity for a majority of the shift and occasionally to dust, fumes and gases. Noise level of work area is typically moderate.
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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 throughout employment 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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