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SalaryMission: Your independent community health system is dedicated to providing high quality, innovative and affordable healthcare for the wellbeing of our community.
Vision Statement: Our vision is to continually exceed the expectations of those we serve by working together as a team, dedicated to a process of never-ending improvement.
MMC Standards:
We deliver safe, high quality, cost effective care.
We invest in our people and our community.
We create the ultimate patient experience, every patient…every time.
Core Objectives:
Service
People
Quality/safety
Innovation and growth
Fiscal responsibility
Job Summary:
This position will serve as an ambassador of the customer experience to all those who enter Vernon Place.
General Measurement Criteria: as per standard MMC format
Essential Job Duties-What We Do
Job Duties
- Creates a positive first impression.
- Responds to all visitors with dignity and respect.
- Demonstrates ownership of the common spaces within the building – includes orderliness, environment, cleanliness, coordination with FEDs and other contractors, and submitting work orders when necessary.
- Opens and secures designated areas to begin and end business days.
- Physically assists patients as needed.
- Assists with transport to destination as required.
- Responsible for disinfection of wheelchairs in lobby between usage, proper functioning of wheelchairs, and location of wheelchairs for patient use.
- Provides timely assistance and accurate information to all visitors.
- Schedules massage therapy appointments.
- Provides reminder calls to massage clients. Helps ensure cancellations are filled.
- Receives massage therapy clients in for appointments.
- Collects payments and submits payments for massage therapy appointments. Manages massage gift cards.
- Manages massage therapy cash drawer at open and close of each day.
- Communicates effectively and demonstrates effective teamwork with all those who work within Vernon Place, including the cleaning crew.
- Knowledgeable of codes, alerts, disaster plan for the building
- At all times, promote a sense of calmness and well-being to maintain a level of order while continuing to assist others.
- Provides immediate service recovery and/or appropriate notification to management.
- Completes incidence reports when necessary.
- Secures/distributes daily USPS mail, interoffice mail, morning newspapers, deliveries to Vernon Place departments.
- Answers Vernon Place phone calls in a professional and courteous manner.
- Schedules conference rooms at Vernon Place and ensures proper set-up for meetings.
- Assists with use of audio/visual equipment in conference rooms.
- Performs other duties as assigned.
Basic Performance Requirements-Everyone’s Responsibility
- Time and Attendance-employee complies with all MMC and departmental policies and procedures for time and attendance
- Professional Appearance-Employee complies with designated dress code, appearance policies and procedures
- Safety- Employee complies with all MMC and departmental policies and procedures regarding safety and infection control. Able to follow the hospital policy in reporting a Code Red and initiates appropriate actions. Can locate the disaster manual. Uses effective hand washing techniques as a measure of infection control (cleaning of surfaces). Appropriately handles hazardous chemicals utilizing the labels, MSDS and dons personal protective equipment as necessary. Practices proper body mechanic; lifting, transferring, mobility
- Quality Improvement- Employee is aware of and applies Total Quality Improvement concepts supported through the use of teamwork, participation and cooperation. Teamwork is supported by active ownership and engagement in these job duties. Demonstrates a good working rapport with all entities within the building.
- Communication- Employee communicates effectively with managers and other departmental personnel. Provides information promptly and accurately. Consults with and advises appropriate personnel of situations requiring attention. Seeks guidance and direction for successful performance of duties when necessary. Adheres to MMC communication policies including the use of cell phones, internet, telephone and emails.
- Corporate Compliance-Employee completes annual compliance/ethics attestations and mandated training courses.
- Development- Employee participates in in-service and educational meetings as required and completes annual continuing education requirements.
- Standards of Excellence/Customer Service- Employee completes annual Standards of Excellence agreement, is extremely customer service oriented. Respects each staff member’s professional contributions and efforts. Anticipates and responds quickly in a helpful, courteous manner to meet the needs of the MMC staff, co-workers, patients and guests. Demonstrates a professional manner in the work setting, offering assistance whenever possible.
- Confidentiality- strict adherence to HIPAA confidentiality regulations, whether patient or staff member, while acknowledging the right to be provided certain information in a timely manner subject to certain statutory rights.
SPECIFIC JOB DEMANDS:
- Strength: Frequent - standing, walking, sitting, stooping, kneeling, squatting, bending, pushing and pulling throughout the facility up to 75 force pounds. Occasional lifting floor to waist and waist to overhead up to 25 lbs.
- Reaching: Frequent -extending hands and arms in any direction.
- Handling: Constant – seizing, holding, grasping, turning, or otherwise working with hands.
- Fingering: Constant – picking, pinching, typing, or otherwise working primarily with the fingers.
- Talking: Constant – expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to others accurately, loudly, or quickly.
- Hearing: Constant -perceiving the nature of sounds by ear.
- Near acuity: Constant – clarity of vision at 20 inches or less.
- Accommodation: Constant – adjustment of lens of eye to bring an object into sharp focus.
- Color vision: Constant ability to identify and distinguish colors.
- Cognitive: Constant – reading, writing, remembering, reasoning, understanding, problem solving.
- MINIMUM EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Must have a high school education or equivalent.
- Patient care experience desired but not absolutely necessary.
- Computer experience desired i.e. knowledge of word processing, databases and spreadsheets. Should have knowledge of the use of the internet.
- Must be able to communicate and effectively exchange information and follow directions.
- Must be able to communicate in a positive environment to all Vernon Place visitors, patients, and staff for conflict resolution and promoting the effective operation of the facility.
- Needs excellent organizational skills and initiative necessary to implement and maintain the massage schedule and payment system, use of the conference rooms, and all other functions of the position.
- Ability to concentrate, plan, prioritize and react calmly in the health care setting to resolve patient care problems, interact with patients, families, visitors and MMC staff, occasional stressful situations.
- WORKING CONDITIONS:
- Normal patient care environment, inside a climate controlled environment with little exposure to excessive noise and dust. Occasional exposure to variations in temperature, exposure to electrical appliances. A large part of work time is standing or walking.
- Frequent exposure to outside elements for short durations when assisting patients and managing mailbox.
- Occasional exposure to communicable diseases. May be required to deal with patient elements.
- Normal working hours of day shifts, no weekends or holidays.
Nonessential Duties and Responsibilities
- MMC commits to review, under the intent of this standard, and in coordination with medical professional opinion’s and physical demands job analysis performed by certified professionals, an individual’s ability to be reasonably accommodated within the role they are responsible and qualified to perform.
- MMC is committed to complying with the Americans with Disabilities Act (“ADA”) and providing equal opportunity employment for qualified persons with disabilities. All employment practices and activities are conducted on a nondiscriminatory basis. Meadville Medical Center will follow any state or local law that provides individuals with disabilities greater protection that the ADA.
- Every effort has been made to make your job description as complete as possible. However, this in no way states or implies that these are the only duties you will be required to perform. The omission of specific tasks does not exclude them from the position if the task is similar, related, or is a logical assignment to the position, or is imperative for patient care and to meet emergency situations.
