Job description

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Provides a premier experience for all guests to WVU Hospitals. Proactively interacts with patients, family members, visitors, vendors, and staff to ensure that customers have a positive first impression, all interactions are meaningful, and needs are taken care of in a prompt and professional manner. Under general supervision performs a wide range of duties including transportation from vehicle to building entrance screening, escorting/transporting to department, badge retrieval, and discharge from hospital, waiting room oversight, and other support as needed.

MINIMUM QUALIFICATIONS :

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High School Diploma or Equivalent.

2. Valid Driver’s License.

PREFERRED QUALIFICATIONS :

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Two years’ experience in a high contact customer service position or equivalent setting with demonstrated above standard performance.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Provides a warm welcome to patients, family members, visitors, and vendors upon arrival.

2. Operates external transportation vehicle (tram) with focus on assisting patient movement between parking location and various building entrances.

3. Assists in proper traffic flow into and out of the assigned area.

4. Anticipates the customer’s needs and concerns, answers their questions, and takes the appropriate action.

5. Locates, cleans, and maintains adequate supply of wheelchairs for use at the front entrance of the designated area.

6. Assists patients out of their vehicles and helps place them into wheelchairs if necessary utilizing safe patient handling equipment per policy and procedure.

7. Provides way finding services for patients and visitors to various hospital locations. Actively escorts patient and visitors as needed. Assures that patients, family members, visitors, and vendors are directed to the appropriate department without exception.

8. Informs patients, family members, visitors, and vendors of hospital services, features, and amenities and locations of various departments throughout the organization.

9. Oversees assigned hospital waiting room locations assuring visitor registration, prompt communication with providers, adequate comfort amenities (water, coffee, etc.), and a clean, tidy and esthetically pleasing physical environment.

10. Provides support for inpatient discharge from patient room to private vehicle including transportation of patient and personal belongings to assure efficient and positive experience.

11. Follows up with customer concerns and complaints, assists in resolution of issues in a timely manner offering service recovery methods when needed.

12. Knowledge of hotels, local events, venues and transportation options. Research by using a variety of resources available including computers and phone. Provides organizational and local maps, hotel accommodations, restaurant information, area attractions, etc.

13. Contacts community resources and other pertinent sources on family’s behalf. Provides information about WVUH, the Morgantown area and addresses questions and concerns.

14. Recognizes signs of persons experiencing stress or personal trauma and provide support. Offers to refer to Hospital Chaplain, Social Workers, Family House or other hospital resources, if necessary.

15. Maintains patient/family confidentially.

16. Actively participates in activities to improve the job.

17. Maintains professional appearance, language, and demeanor.

18. Assists in maintaining location appearance and individual work area.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to communicate effectively in order to communicate with patients.

2. The employee may be required to lift, move, stoop, reach, and carrying of materials and equipment weighting 40+ pounds order to assist patients out of their vehicles and into wheelchairs.

3. Must be able to reach above shoulder level, stand, reach below knee level, kneel and squat, bend/twist at waste, grasp with both hands, position/turn patients, push/pull wheel chair.

4. Must be able to lift, push or pull 50 – 80 pounds for short durations.

5. Ability to sit, stand, or walk for extended periods

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Employee may be exposed to all types of weather conditions.

2. Ability to work as a team with other employees.

3. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

SKILLS AND ABILITIES:

1. Ability to use common sense and highest level of customer services to carry out assignments.

2. Ability to deal with standardized situations with only occasional or minimal variables.

3. Ability to operate all types of automobiles and light trucks, both standard and automatic transmissions.

4. Demonstrates basic computer and office equipment skills.

5. Exceptionally strong customer service orientation, presence and perspective. Knowledge of customer service strategies and tactics.

6. Excellent communication skills with a solid grasp of proper grammar and language.

7. Excellent ability to communicate effectively with patients, visitors, and staff at all levels of the organization.

8. Excellent verbal and written communication skills and phone etiquette.

9. Experience in dealing with multiple demands simultaneously.

10. Ability to deal with people of varying personalities and temperaments.

11. Good time management skills.

12. Ability to take initiative to resolve immediate problems.

13. Ability to work independently and be able to research and problem solve by accessing resources and implementing actions.

14. Ability to utilize the computer to obtain information both internally and externally.