What are the responsibilities and job description for the CONCIERGE position at Excela Health Westmoreland Hospital?
The Concierge will function as a greeter for surgery and specialty services patients, visitors and employees. The Concierge will conduct the standard screening prior to the patients and visitors entering any Independence Health System building. The Concierge will facilitate necessary assistance such as wheelchair or walking escort to destination. The Concierge will perform basic customer service and reception functions and will register visitors into the visitor tracking program. The working hours of this position are between 5am to 7pm, including weekends and holidays.
Essential Job Functions
- Maintain a collaborative relationship with other internal care providers to achieve positive patient outcomes and assure a continuous flow of patient care.
- Speak to patients and visitors making eye contact, introducing self and assuring them that you are here to help and guide.
- Complete the patient communication form and establish the mode of communication post procedure/discharge.
- Facilitate transport to the appropriate department.
- Act as a role model of service excellence exemplifying courtesy, compassion and responsiveness toward all customers (patients, visitors, families, physicians and staff members of the health system team).
- Assist all customers (patients, visitors, families, physicians and staff members of the health system) by acting as a resource with directions, services, service line information and special programming.
- Display ability to concentrate on the essential and specialty functions of the job at a high level.
- Achieve thoroughness and accuracy when accomplishing an essential or specialty function of the job.
- Adhere to the dress code requirements as determined by the manager.
- Conduct standard screening (s) for each patient and visitor
- Assure adherence to current visitor policies
- Register visitors in VisiTrak tracking program
- Round in Lobby to assure the patient and visitor needs are being met
- Other duties as assigned.
Competency and Experience [Knowledge, Skills and Abilities]
Required Qualifications/Experience
- High School Diploma, GED or higher level of education.
- Proficient in Microsoft Office applications, including Word and Excel.
- Maintain basic knowledge of complete procedure process functions and troubleshooting
- Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
- Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
Preferred Qualifications/Experience
- 2 to 5 years of experience in Healthcare or customer service setting
License, Certification & Clearances
- Act 34-PA Criminal Record Check from the PA State Police system
Position Type/Expected Hours of Work
- Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
- Travel may be expected locally between System locations.
Equal Employment Opportunity
Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.
Disclaimer
This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Work Environment
Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines
When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.
Essential – Absolute Necessity.
Marginal – Minimal Necessity.
Constantly – 5.5 to 8 hours or more or 200 reps/shift.
Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.
Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.
Rarely – Less than 0.25 hours or less than 2 reps/shift.
Physical Condition
Essential
Marginal
Constantly
Frequently
Occasionally
Rarely
Never
Extreme Heat
X
Extreme Cold
X
Heights
X
Confined Spaces
X
Extreme Noise(>85dB)
X
Mechanical Hazards
X
Use of Vibrating Tools
X
Operates Vehicle
X
Operates Heavy Equipment
X
Use of Lifting/Transfer Devices
X
Rotates All Shifts
X
8 Hours Shifts
X
X
10-12 Hours Shifts
X
X
On-Call
X
Overtime( 8/hrs/shift; 40/hrs/wk)
X
X
Travel Between Sites
X
X
Direct Patient Care
X
X
Respirator Protective Equipment
X
X
Eye Protection
X
Head Protection (hard hat)
X
Hearing Protection
X
Hand Protection
X
Feet, Toe Protection
X
Body Protection
X
Latex Exposure
X
X
Solvent Exposure
X
Paint (direct use) Exposure
X
Dust (sanding) Exposure
X
Ethylene Oxide Exposure
X
Cytotoxic (Chemo) Exposure
X
Blood/Body Fluid Exposure
X
Chemicals (direct use) Exposure
X
X
Mist Exposure
X
Wax Stripper (direct use)
X
Non-Ionizing Radiation Exposure
X
Ionizing Radiation Exposure
X
Laser Exposure
X
Physical Demands
When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.
Essential – Absolute Necessity.
Marginal – Minimal Necessity.
Constantly – 5.5 to 8 hours or more or 200 reps/shift.
Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.
Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.
Rarely – Less than 0.25 hours or less than 2 reps/shift.
Physical Condition
Essential
Marginal
Constantly
Frequently
Occasionally
Rarely
Never
Bending (Stooping)
X
X
Sitting
X
X
Walking
X
X
Climbing Stairs
X
X
Climbing Ladders
X
Standing
X
X
Kneeling
X
Squatting (Crouching)
X
X
Twisting/Turning
X
X
Keyboard/Computer Operation
X
X
Gross Grasp
X
X
Fine Finger Manipulation
X
X
Hand/Arm Coordination
X
X
Pushing/Pulling(lbs. of force)
X
20#
Carry
X
5#
Transfer/Push/Pull Patients
X
Seeing Near w/Acuity
X
X
Feeling (Sensation)
X
Color Vision
X
Hearing Clearly
X
X
Pulling/Pushing Objects Overhead
X
Reaching Above Shoulder Level
X
Reaching Forward
X
X
Lifting Floor to Knuckle
X
Lifting Seat Pan to Knuckle
X
Lifting Knuckle to Shoulder
X
Lifting Shoulder to Overhead
X
When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
