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, etc.) 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 (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)

*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