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As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do.
Towne Park is a place where you can make a difference and create smiles every day.
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The Lead Wheelchair Escort is responsible for providing exceptional hospitality services in an attentive, friendly and efficient manner to all patients during their entire stay. The Lead Wheelchair Escort is also responsible for transfer and transporting all patients from outside the facility to a designated location within the facility wheelchair as well as assisting guests with luggage including delivery and pick up of guest luggage during guest arrival and departure. Under the direction of the Account Manager or Associate Manager, the Lead Wheelchair Escort has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on site.
Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.
Descriptive Statement(s)
% of Time
Maintain pleasant, friendly and professional demeanor with all patients, location staff and co-workers. Acknowledge and greet patients within 30 seconds while maintaining a professional and friendly demeanor. Use patient last name when appropriate. Explain all procedures to the patient prior to beginning transfer.
20
Manage and respond timely to all pick up or discharge orders. Collect transport equipment and return it to the appropriate storage area. Responsible for doing “wipe downs” of equipment (i.e. wheelchair) after each use with appropriate cleaning supplies. Ensure patient comfort, safety and privacy at all times.
20
Communicate patient needs to clinical staff upon arrival to the designated area. Communicate patient arrival and/or departure to appropriate clinical staff. Must perform a physical handoff with receiving clinical staff. Ensure that patients are not left unattended while in the care of the escort. Utilize proper safe patient handling techniques.
10
Escort visitors as needed between departments; provide way finding services as needed. Demonstrate proper use of the patient escort tracking system/log sheets. Be familiar with hospital emergency codes and procedures in accordance with JCAHO standards. Maintain accuracy and composure while under pressure.
10
Appropriately use salutation of the day. Use Towne Park proper phone etiquette. Post up in appropriate areas when not completing tasks. Knowledge of all meeting rooms, amenities as well as main attractions in the area, parking rates, etc. Conduct an effective and efficient room presentation.
10
Assist with the delivery and pick up of items to guest rooms. Open all car and location doors for all guests. Assure all guests and luggage are safely transported to/from assigned destinations. Continually monitor and maintain cleanliness and order of guest services area. Protect guest confidentiality in accordance with HIPPA requirements.
10
As a dedicated Lead, you will oversee and regulate wheelchair escort control in accordance with Towne Health and client policies.
20
The total amount of time for all functions of the job
100%
Education:
Required Licensure, Certification, etc.:
Work Experience:
Knowledge & Skills:
Authority to Act:
☒ Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.
☐ Performs duties independently with minimal supervision, operating from specific and definite directions and instructions. Decisions are of a routine nature made within prescribed operating guidelines, policies and procedures. Mistakes/errors may result in work stoppage, loss of business, poor customer relations and/or damage to product, all of which can have negative financial implications for the organization.
☐ Performs duties with little direction given, operating from established directions and instructions. Decisions are made within general Town Parke policy constraints but occasionally require independent decision making.
Budget Responsibility:
☒ The employee has control over resources available only.
☐ The employee has control over a department(s) budget.
☐ The employee has authority to develop. Manage and control a department(s) budget.
☐ The employee has authority to make financial decisions on behalf of TP.
The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Lifting Requirements
☒ Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.
☐ Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
Working Environment
☐ The majority of work will be performed outdoors for extended periods of time including up to the entire duration of shift. Employees are subject to environmental conditions including extreme heat and cold weather. Protection from weather conditions may be provided, but not necessarily from temperature changes.
☒ The majority of work will be performed in climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperatures on occasion.
Travel
Travel of up to % may be required.