Customer Service Attendant - Patient Experience

Job Description

MAIN FUNCTION :

Customer Service Attendants are the first point of contact and resource for anyone entering the hospital. They are responsible for welcoming guests to and / or from the hospital in a friendly, efficient, and courteous manner, with focus on safety, service, and confidentiality. They are also responsible for assisting guests with inquiries, directions, and initial questions by way of providing exceptional customer service and actively engaging patients and families as they enter the building.

DUTIES AND RESPONSIBILITIES :

• 1. Cordially greets all visitors and patients upon arrival and before departure. Ascertains patients and or visitors needs and directs them accordingly.
• 2. Promptly assists patients entering or exiting vehicles; while utilizing safe patient handling techniques.
• 3. Monitors the overall appearance of the hospital entrance.
• 4. Personally escorts or transports guests who need help to their destination within the hospital. Courteously opens doors, offers wheelchair assistance and carries packages and luggage for guests or other services as needed.
• 5. Contacts Security, Environmental Services, or Facilities Management, for assistance when necessary.
• 6. Maintains a professional appearance. Is neat and well groomed. Wears proper uniform at all times.
• 7. Operates the Courtesy Cart in a safe manner and abides by the Cart protocols and guidelines.
• 8. Keeps the front driveway clear and unobstructed for patient and visitor drop-off and pick-up.
• 9. When necessary, parks customers vehicles.
• 10. Maintains strict confidentiality related to work information (in accordance with HIPPAA).
• 11. Abides by all Arnot Health policies and procedures.
• 12. Follows infection control guidelines and directs patients to do the same.
• 13. Is responsible for attending all annual mandatory educational programs as required by position.
• 14. Employee understands and demonstrates the importance of satisfying the needs of the customer / patient by interacting with him / her in a friendly and caring way, being attentive to the customers needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with Arnot Health.
• 15. It is understood that this lists typical duties for the classification and is not to be considered inclusive of all duties which may be assigned. Performs related duties as required.

EDUCATION :

High school diploma or equivalent.

EXPERIENCE :

Six months experience in a service type industry that includes direct customer contact is desirable.

CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS :

No CPR required.

PHYSICAL DEMANDS :

This position is a mostly standing position. Must be able to stand and walk for extended periods in all types of weather. Able to lift a minimum of 40lbs. Able to climb steps.

OTHER :

Must possess a clean / valid New York or Pennsylvania Drivers License.

EXPOSURE CATEGORY :

Category II. Tasks that may involve exposure to blood, body fluids or tissues.

Requirements