Overview:
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
SUMMARY Hospital Activities: Exhibits a pleasant and cheerful demeanor when answering the telephone, and when communicating with other departments within the Hospital. Satisfactory participation and attendance at required and non-required meetings and staff development programs. Attends annual and mandatory in-services, required meetings and continuing education. Performs other duties as assigned by supervisor/manager. Patient Transport Role: Works under the general direction of the accepts assignments and changes in schedule as necessary. Performs a variety of patient care, clerical, cleaning and computer functions that support the patient care environment, provider, physician and other staff demonstrating professional and timely service. This includes but is not limited to escorting the patient throughout the hospital and clinics utilizing a computerized patient transport system. Use of a computerized transport system enhances the timely delivery of the patient to and from their destination within established service standards. Responsible for maintaining all unit par levels of equipment and related type of supplies. EVS Role: Assembles the required cleaning equipment and supplies needed for the assigned work. Prepares cleaning solution, and uses detergents, soap, germicides and other cleaning agents in accordance with established standard practice or instructions. Operates power-buffing equipment. Performs all aspects of floor care. Refinishes hard-surface flooring, shampoos carpeting and extracts carpeting. Operates power wall and ceiling washing equipment. Performs terminal isolation cleaning. Dusts, mops, vacuums, sweeps and performs other general cleaning and housekeeping duties including patient room and discharge cleaning as required. Washes and/or cleans walls, ceilings, woodwork, windows, lighting fixtures, lavatories, plumbing. fixtures, and patient areas. Trash removal including Municipal solid waste, cardboard, recyclables, and bio. hazardous waste disposal. Food and Nutrition Role: Performs a wide variety of tasks associated with the timely and accurate assembly of patient trays; the delivery and pickup of food trays to patient rooms and/or cafeteria style food service for patients. Prepares and delivers nourishments with accuracy and at prearranged times. Actual station or zone assignment will vary depending upon the schedule, time of day and/or volume of meal tickets processed through the Dining on Call (DOC) patient meal service program; and may be required to float between stations or zones within the same shift. Adheres to departmental quality standards.
EEO/AA/Disability/Veteran
Responsibilities:
1. Escorts/transports patients safely, professionally, courteously and in a timely manner throughout the hospital while meeting or exceeding established service and employee productivity standards. Follows standard operating protocols and procedures regarding unit and technologist notification, patient identification and proper equipment usage. Receives direction/assignment in a positive and professional manner. Provides transfer assistance to nursing and patient care staff. Follows established SOP's with pre calling the floor to alert unit staff of upcoming transport, speaks directly to the nurse as necessary to ask for any additional critical information, When arriving to the floor, obtains, reads and fills the ticket to ride, obtains the patient's medical record, introduces themselves to the patient, checks the patient's ID with 2 patient identifiers. Utilizes the correct standard precautions as they apply to the patient?s condition. As observed, practices proper hand hygiene techniques. Uses proper body mechanics, lift devices, patient positioning techniques and equipment correctly while moving or transporting patients.
2. Properly uses and maintains equipment including routinely and consistently checking equipment for cleanliness and safety. Lowers stretchers and beds to lowest levels to ensure patient safety. Inspects and cleans equipment prior to each patient transport. Identifies and reports defective equipment to Lead to ensure patient safety and comfort. As assigned or independently, conducts equipment rounds collecting abandoned equipment to avoid clutter throughout the hospital. Maintains a clean and safe workplace environment. Understands and uses Patient tracking system to identify and mark all milestones events during the transport of each patient or material movement within the system. As necessary, appropriately and with discretion identifies any delays or conflicts within the patient tracking system. Works with care provider and Lead to avoid and resolve delays as quickly as possible bringing the patient to their destination in a timely manner ensuring patient satisfaction and optimum patient throughput.
3. Environment of Care/Infection Control Responsibilities Safety: follows facility and departmental safety policies and procedures to include occurrence reporting. Hazardous Materials and Waste demonstrates knowledge of role in hazardous materials and waste program. Emergency Preparedness: demonstrates knowledge of role in Emergency Preparedness Program. Participates in disaster drills, as appropriate. Life Safety: demonstrates knowledge of the Life Safety Program and participates in fire drills as appropriate. Utility Systems: demonstrates knowledge of the department's response to utility failures. Infection Control: follows Facility. and departmental infection control policies and procedures. Security: wears identification badge at all times, and is aware of their role in minimizing security incidents.
4. Patient Food Service: Delivers and serves food trays to patients or provides cafeteria food service for patients. Maintains service timelines to ensure timely delivery of meals to patients. Greets patients and introduces. themselves and states where they are from and why they are there. Verifies patient name by asking the patients name and checking name band on arm. Acts as a patient advocate by answering any questions. regarding food service and other routine questions. Provides basic assistance in opening containers, etc, and notifies the nursing staff if the patient needs further assistance. Takes appropriate action according to established procedures when following up on missing or wrong food items. Treats all patients with respect. Cleans pots and pans using pot machine as required. Cleans service ware using dish machine as required. Maintains general work area in clean and orderly manner. Checks equipment to ensure proper temperatures are registering. Records temperatures daily in log. Uses disposable gloves when working, and observes sanitation procedures before handling utensils or food items. Cleans workstation thoroughly before leaving area for other assignment or at the end of shift. All composting bins must be returned to the loading dock area prior to the close of shift or when necessary Sweeps mops and scrubs kitchen floors. Demonstrates alertness to areas needing attention in avoiding the spread of infection or unsafe conditions such as blocking traffic areas, wet floors, etc. Demonstrates proper body mechanics when lifting or moving, sweeping, mopping, scrubbing, wiping, pushing, organizing, restocking or storage of materials Promptly reports food shortage or malfunctioning equipment on the tray line. Performs other related duties as necessary including the following. Fills nourishment /requisition requests orders daily and makes deliveries. Fills floor stock requests daily and makes deliveries. Patient Food Service: Delivers and serves food trays to patients or provides cafeteria food service for patients. Maintains service time-lines to ensure timely delivery of meals to patients. Greets patients and introduces themselves and states where they are from and why they are there. Verifies patient name by asking the patients name and checking name band on arm. Acts as a patient advocate by answering any questions regarding food service and other routine questions. Provides basic assistance in opening containers, etc. and notifies the nursing staff if the patient needs further assistance. Takes appropriate action according to established procedures when following up on missing or wrong food items. Treats all patients with respect. While being professional and courteous at all times. Informs supervisor of patient issues, errors, or operational issues that affect the overall patient care or satisfaction.
5. Quality Improvement: Responsive to patient needs at all times during tray delivery, patient rounds and tray retrieval. Resolves patient concerns or complaints immediately and /or reports needed assistance to supervisor as appropriate. Responsible for quality of service, graded by internal and/or external surveys continuously, meeting survey score benchmarks for unit of responsibility. Represents the department to all areas of the Hospital in a positive manner, using established customer relation techniques. Exhibits a professional, courteous and positive demeanor at all times to the patient, the staff, visitors and fellow hospital employees while honoring the privacy of others. Uses established scripts to greet, hand off and close with the patient to ensure a friendly, safe, caring experience. Adheres to both Hospital and department policies of conduct including but not limited to proper dress code, phone etiquette, attendance/punctuality, adhering to the posted lunch/break schedule. Keeps in contact with the lead for job assignment and is in the work area and available for work assignments during idle time. Displays ID badge at all times. Attends staff meetings and a minimum of two in-services/seminars throughout the year to enhance personal and professional growth.
Qualifications:
EDUCATION
High School Diploma or GED Required.
EXPERIENCE
A minimum of 5-years, general experience in Customer Service (preferably Healthcare). Computer experiences helpful. Patient care experience preferred.
SPECIAL SKILLS
Data entry, enhanced telephone service skills. Ability to work effectively and respectfully with patients, physicians, co-workers, and departmental personnel. Should exhibit strong verbal communication skills. Individual must have pleasant, professional demeanor with ability to work effectively in a high demand/high volume service department in a positive and courteous posture.
PHYSICAL DEMAND
Ability to lift 40 lbs and utilize proper body mechanics in moving and lifting patients and files. Position requires extensive pushing, pulling, lifting and walking. This position will be assigned in the General Services float pool, subject to various work assignments and schedules based on the operational needs of each area.
