Patient Guest Experience Representative in South Bend, Indiana at Beacon Health System

Reports to the Director of Operations. In accordance with established policies and procedures is responsible for directing patients, caregivers, and visitors to appropriate locations, and works with Security and/or the House Supervisor to direct approved visitors under special circumstances to appropriate locations. Reviews any patient belongings and/or gifts brought to the hospital and works with House Supervisor and receiving department's Charge RN to accept or deny. Provides mobility assistance to patients and visitors by offering various forms of transportation while at the hospital.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Provides support for hospital throughput by:

• Greeting and acknowledging each patient/visitor in a friendly, professional manner upon entrance to the hospital.
• Working with Volunteer Services to ensure a wheelchair and/or People-Mover is available for patients/visitors with mobility needs.
• Providing appropriate assistance to visitors, patients, staff members, and others by providing directions and answering inquiries; anticipating needs or potential problems and implementing measures to avoid them.
• Recording and maintaining appropriate records of all transport transactions.
• Ensuring patients/visitors are educated on Beacon's Visitation Guidelines while restrictions are in place.
• Notifying House Supervisor or department-specific Charge RN with concerns/questions regarding patients/visitors.
• Maintaining constant contact with an immediate response to calls, including reporting delays, to requested jobs.
• Communicating with other Guest Transporters as assigned to best support hospital needs.
• Adhering to all policies and procedures related to patient identification, infection control, confidentiality and the use of universal precautions when required.
• Delivering flowers, mail, packages, etc. to patients and/or staff members that have been delivered to the main entrance by an outside vendor or Cottage Place Gift Shop.
• Perform maintenance on garage equipment and payment kiosks as needed.
• Work closely with Memorial Switchboard, Engineering, and Security to ensure parking garage equipment is always operational.

Supports hospital and patient safety by:

• Reporting any patient complaints, unusual behavior, abnormal condition changes, incidents, concerns, questions, or complaints expressed by patient, family, or visitors to the Director.
• Works closely with Security to maintain confidentiality and provide welcoming environment in the main entrance.
• Maintaining supply levels by observing and reporting necessary orders and placing supplies in the proper place when delivered.
• Cleaning and maintaining equipment during and after use.
• Maintaining area in a neat and orderly manner. Notifying appropriate personnel in the case of spills, bodily fluids, and trash that need to be cleaned up.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Completing other job-related duties and projects as assigned.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

1. Attends and participates in department meetings and is accountable for all information shared.
2. Completes mandatory education, annual competencies, and department specific education within established timeframes.
3. Completes annual employee health requirements within established timeframes.
4. Maintains license/certification, registration in good standing throughout fiscal year.
5. Direct patient care providers are required to maintain current BCLS (CPR), and other certifications as required by position/department.
6. Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patients, visitors, and self.
7. Adheres to regulatory agency requirements, survey process and compliance.
8. Complies with established organization and department policies.
9. Available to work overtime in addition to working additional or other shifts and schedules when required.

Education and Experience

• The knowledge, skills and abilities as indicated below are acquired through the successful completion of a high school diploma or equivalent is preferred. Must be a minimum of 17 years of age.

Knowledge & Skills

• Demonstrates ability to read, legibly print or write, and understand and follow verbal and written instructions.
• Must have excellent communication and interpersonal skills necessary to interact effectively with patients, visitors, and co-workers and to maintain positive working relationships.
• Knowledge of principles and practices for providing excellent customer service.
• Demonstrates good organizational skills and ability to prioritize tasks.
• Requires the ability to work independently, take initiative and be self-motivated. Must have sound judgement and discretionary skills and be able to work with little supervision.
• Requires ability to operate portable telephones and other electronic devices used for the transport process. Also requires fine motor skills for manipulation of highly technical equipment used to meet patient care needs.
• Demonstrates ability to follow Back Safety regulations and Infection Control Procedures (including universal precautions and correct isolation techniques).

Working Conditions

• Works within a quick-paced environment requiring physical exertion, frequent changes in job demands, certain undesirable activities, and possible exposure to biohazards. Required to follow Beacon Infection Prevention and Safety protocols with every interaction.

Physical Demands

• Requires the physical ability and stamina (i.e., to walk/stand for prolonged periods of time, push carts/wheelchairs, lift, or pull objects of at least 50 pounds, etc.) to perform the essential functions of the position.