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GUEST SERVICES ASSOCIATECompany Geisinger
Location Danville, PA
Update 5 Day ago
Location: Geisinger Medical Center Hospital
Work Schedule: Days/Nights. 7:00am to 10:00pm. Rotating weekends and holidays.
Work Type: FLEX- Not benefits eligible
Responsible for providing a high level of customer service to all guests entering Geisinger Health System (GHS) facility. Enhances GHS service oriented environment by welcoming patients and visitors. Serves as an easily accessible and identifiable source of Geisinger campus and local area information. Performs duties to support the goals and objectives of GHS in its efforts to provide quality patient care and patient satisfaction.
Reports and works under the general direction of Supervisor, Guest Services.
MAJOR DUTIES AND RESPONSIBILITIES:
*1. Warmly welcomes patients, visitors, vendors and guests to the Geisinger facility. Creates positive first and last impressions.
*2. Opens car doors and assist patients and visitors safely in and out of their vehicles. Assists patients with the use of Valet Parking and Shuttle services.
*3. Escorts or transports patients in wheelchairs to priority locations. Assists in coordinating transport of patients with patient transport service as needed. Evaluates need for patient transfer and/or lift team, calls for assistance as needed.
*4. Furnishes information, directions and assistance to patients, visitors, guests, vendors and employees.
*5. Obtains resources to transport patients to and from various departments on campus; and maintains wheelchair availability in assigned locations, as necessary. Checks wheelchairs and other equipment for defects and takes for service as needed.
*6. Interacts with patients, visitors, guests and vendors in a courteous and professional manner. Remains courteous, tactful and respectful at all times. Maintains patient confidentiality.
*7. Non-clinical round on patients in waiting rooms. Approach and connect with patients and visitors to discover any assistance they may require. Respond to requests as appropriate and alert clinical staff and/or other hospital departments as needed.
*8. Ensures hospital entrances and lobbies are clear, orderly and presentable. Collaborates with Environmental Services and Facilities as needed.
*9. Identifies parking problems and seeks assistance from security staff to redirect vehicles or issue violation notices as appropriate.
*10. Enforces no smoking policy in all areas of Geisinger campus.
*11. Collaborates with other GHS healthcare team members to achieve the best service impression and to facilitate patient flow throughout the facility.
*12. Reports safety concerns and patient issues to management, as appropriate. Assesses potential employee/patient safety issues, provides assistance to patients that fall in entrance areas and initiates GHS emergency system(s) as appropriate.
*13. Communicates effectively and professionally using electronic communications and reports, including: two-way radios, Vocera, Instant Messaging, Microsoft Outlook, Microsoft Word, and Microsoft Excel. Resolves visitor inquiries using the internet, as appropriate.
*14. Documents and reports daily interactions with visitors, patients and families seeking opportunities to improve quality and the patient experience.
*15. Distributes maps, brochures, and other materials, as appropriate to designated areas.
*16. Provides coverage at any Geisinger Concierge and/or Information desk, as needed.
*17. Utilizes the Epic patient information system to provide accurate and appropriate information to patients, family members, approved volunteer clergy and other Geisinger staff members in accordance with HIPPA regulations.
18. Occasional night and weekend shifts may be required based on operational needs and scheduling rotations.
19. Performs other duties as assigned or required by an emergency or other operational reasons for which the employee is qualified.
*Denotes essential job functions.
COMPETENCIES AND SKILLS:
Demonstrates positive service orientation with excellent interpersonal skills.
Demonstrates ability to exhibit mature judgment and actions.
Demonstrates ability to exhibit a professional and neat appearance.
Demonstrates the ability to assist patients, to push and pull wheelchairs, equipment; uses proper body mechanics when lifting and transferring patients.
Demonstrates ability to work as part of a team.
Demonstrates ability to recognize priorities and be attentive to details.
Demonstrates written, oral and electronic communication skills.
EDUCATION AND/OR EXPERIENCE:
High School degree required.
One year of customer service experience required and 3 years preferred. Experience in a healthcare setting preferred. Familiarity with Geisinger physician names and corresponding department locations preferred.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Requires pushing weight up to 500 pounds. Requires transferring patients to wheelchair alone and with the assistance of other facility personnel, as appropriate. Requires lifting of equipment up to 20 pounds frequently and up to 50 pounds occasionally. Frequent stooping, reaching, bending, handling, standing, walking and conversation required in the daily performance of duties. Working environments include indoor and outdoor locations with exposure to the elements during inclement weather and/or heat.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
Geisinger serves more than 3 million
people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family. Geisinger is nationally recognized for innovative practices and quality care. A mature electronic health record connects a comprehensive network of 13 hospital campuses, two research centers and nearly 1,600 Geisinger primary and specialty care physicians.
Geisinger is an integrated health services organization widely recognized for its innovative use of the electronic health record and the development of innovative care delivery models such as ProvenHealth Navigator®, ProvenCare® and ProvenExperience®. As one of the nation’s largest health service organizations, Geisinger serves more than 3 million residents throughout 45 counties in central, south-central and northeast Pennsylvania, and also in southern New Jersey at AtlantiCare, a Malcolm Baldrige National Quality Award recipient. In 2017, the Geisinger Commonwealth School of Medicine and Geisinger Jersey Shore Hospital became the newest members of the Geisinger Family. The physician-led system is comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan, all of which leverage an estimated $12.7 billion positive impact on the Pennsylvania and New Jersey economies. Geisinger has repeatedly garnered national accolades for integration, quality and service. In addition to fulfilling its patient care mission, Geisinger has a long-standing commitment to medical education, research and community service. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.