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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 5 hours) Cont 67-100% (5 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... For full info follow application link. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. We are committed to a culture of diversity, equity, and inclusion. A culture where every person feels welcome, included, and valued. It s an important part of our Head + Heart, Together culture, and critical to our success.