Ambassador Hospital Concierge PPMC

Responsibilities:

• Customer Service: Provide a welcome to every patient, family member or visitor in accordance with the training provided through Penn Medicine Academy (scripting)Initiates greeting and positive interaction to all.Anticipate and respond to patient, visitor and hospital staff concerns, expectations or needs in a timely manner.Assist immobile patients out of/into vehicles and into/out of wheelchairs safely and courteously.Approach all encounters in a courteous, respective, attentive manner. Exercise sound judgment and appropriate discretion in resolving service issuesMonitor and report tracks and trends for the purpose of continuously improving the delivery of service.Ensure the environment is safe and clean.Maintain professional/personal appearance which includes the wearing of proper attire. Ensure all outside vendors check in with Security.Manages visitor flow at entrances to assure patients of timely arrival for appointments.Coordination and Liaison:Collaborate with patients, visitors and hospital staff to deliver a coordinated and seamless service to Patients and Visitors, including patient transportation.Support all way-finding, including the coordination of Outpatient Transports.Work within a safe environment regarding patient’s special needs in order to prevent falls or other accidents.Provision of Information:Before exiting their vehicle, ensure the patient is in the correct location and provide direction if needed.Provide accurate way-finding information to patients, visitors and hospital staff.Provide other services such as calling for cabs, coordinating para-transit, and assisting patients with hotels, restaurants and public transportation services.Environment:Facilitate a clean, safe, quiet and secure hospital environment.Provide a distraction-free environment to encourage visitor inquiries.Confidentiality:Preserve confidentiality, privacy, and dignity of patients, visitors or hospital staff, according to hospital policy.Age Specific Accountabilities: Identify the competencies required for each patient population Attends training in order to understand age and other cultural needs of our patients.Understands and demonstrates age specific competencies when in direct contact with patients and visitors. Can identify patients’ needs, utilizing age specific competencies.Patient/Employee Safety Accountabilities:Non-Patient Care - Participates in Entity and Department wide initiatives for Patient/Employee safety.Demonstrates and awareness of patient/employee safety when carrying out daily responsibilities of their position.Patient Care Providers:Participates in Entity and Department wide initiatives for Patient/Employee safety.Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position. Validation of annual competencies required for the position.Operations:Manages visitor flow at entrances to assure patients of timely arrival for appointments.Taking a further step to ensure communication to scheduled appointments.Organize and prioritize work activities to ensure effective completion in a timely manner.Understand and apply the annually updated National Patient Safety Goals (NPSG).Understand all policies related to entrance to the hospital such as Save Haven and EMTALA.Participates in educational programs and in-service meetings when appropriate.Participates on hospital committees when requested.Continuous survey readiness.Familiarity with location of hospital resource directories.Maintenance of a strong working level of computer literacy to allow effective delivery of services.Core Values: Excellence:Anticipates potential problems. Follows through on tasks and assignments. Sets and achieves high, personal, standards of performance. Pushes one’s self and peers to excel.Demonstrates examples of understanding and responding to customer needs. Uses excellent communication skills, including listening to what others are communicating.Responds in a timely manner to customer requests. Handles difficult customer situations with diplomacy and patience. Goes the extra mile to serve patients, visitors and hospital employees of Penn Medicine.Integrity:Makes and keeps commitments.Acts morally and ethically.Speaks the truth.Utilizes eStar to record hours and reports to work on time and leaves on time.Diversity:Respects others’ personal differences and values. Actively seeks to understand others' points of view. Considers other ideas open-mindedly. Acknowledges the needs of others. Reacts non-defensively when others disagree with your views. States own views honestly and openly. Professionalism:Maintains confidentiality and adheres to HIPPA requirements. Limits personal business when on the job. Stays focused on the job rather than being distracted by gossip. Maintains a high level of appearance and demeanor.Verbal, non-verbal and written communication are supportive of departmental and hospital mission and values.Speaks constructively of co-workers, the job, and Penn Medicine.Individual Opportunity:Demonstrates good judgment and accountability for your actions.When problems arise, works to find solutions rather than complain.Capitalizes on all opportunities to improve customer service and your own job competency.Teamwork & Collaboration:Contributes fully to the activities of the team.Steps in and helps out other team members when needed.Shares information and resources with team members.Works out conflicts directly with the person involved.Builds a wide network of relationships within the department and other departments of the hospital.Tradition:Demonstrates basic understanding of and pride in Penn Medicine history.Demonstrates responsibility for the future and promotes the unique nature of the Penn Medicine environment.

Credentials:

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• Education Specialization:
• Associate of Arts or Science
• Education Specialization: