What are the responsibilities and job description for the Guest Services Associate II position at Baton Rouge General Medical Center - Mid City?
JOB PURPOSE OR MISSION: Greets, assists, and directs visitors. Answers Medical Centers information extensions, and provides appropriate information. Performs duties appropriately for the needs of the age population served.
PERFORMANCE CRITERIA
CRITERIA A: Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.
PERFORMANCE STANDARDS: Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community. Takes initiative in living our Everyday Excellence values and vital signs. Takes initiative in identifying customer needs before the customer asks. Participates in teamwork willingly and with enthusiasm. Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care. Keeps customers informed, answers customer questions and anticipates information needs of customers.
CRITERIA B: Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.
PERFORMANCE STANDARDS Practices diligence in fulfilling the regulatory and legal requirements of the position and department. Maintains accurate and reliable patient/organizational records. Maintains professional relationships with appropriate officials; communicates honesty and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.
CRITERIA C: Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.
PERFORMANCE STANDARDS Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high. Adheres to high moral principles of honesty, loyalty, sincerity, and fairness. Upholds the ethical standards of the organization.
CRITERIA D: Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.
PERFORMANCE STANDARDS Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations. Initiates or redesigns to continuously improve work processes. Contributes ideas and suggestions to improve approaches to work processes. Willingly participates in organization and/or department quality initiatives.
CRITERIA E: Cost Management - Employee demonstrates effective cost management practices.
PERFORMANCE STANDARDS Effectively manages time and resources Makes conscious effort to effectively utilize the resources of the organization material, human, and financial. Consistently looks for and uses resource saving processes.
CRITERIA F: Patient & Employee Safety - Employee actively participates in and demonstrates effective patient and employee safety practices.
PERFORMANCE STANDARDS Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety. Employee proactively reports errors, potential errors, injuries or potential injuries. Employee demonstrates departmental specific patient and employee safety standards at all times. Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.
JOB FUNCTIONS
ESSENTIAL JOB FUNCTIONS include, but are not limited to:
1. Receives all guests courteously and promptly.
PERFORMANCE STANDARDS: Strives to anticipate needs of guests before asked. Strives to understand needs of guests and responds appropriately. Recognizes unusual situations or questions and refers to appropriate staff. Tactfully handles guests in difficult situations. Notifies departmental personnel that scheduled guests have arrived.
2. Uses professional business telephone etiquette in receiving and transferring calls.
PERFROMANCE STANDARDS: Courteously answers the telephone and identifies self. Takes accurate messages and repeats key information to ensure accuracy. Respects confidentiality of information at all times.
3. Performs all other duties as assigned.
SPECIFIC EXPERIENCE REQUIREMENTS Previous public contact work is desirable.
SPECIFIC EDUCATIONAL REQUIREMENTS High School Diploma or GED preferred.
SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS Verbal ability is required in giving accurate and tactful explanations to customers and in recording exact information for messages. Clerical ability is required to detect and avoid perceptual errors in recording messages and in keeping records. HIPAA REQUIREMENTS: Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position.
SAFETY REQUIREMENTS: Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: incident reporting, hand washing, and environment of care.
Part-Time
