<p>Criteria Based Job Description</p> <p>Job Title: Lead Guest Experience Transporter</p> <p>Date: 9/23/2011 Updated April 2012. June 2015; July 2016</p> <p>Job Code: 726705</p> <p>Reports to: Supervisor, Transport Department</p> <p>Department: Guest Experience</p> <p>Approved by: Manager, Guest Experience</p> <p>MINIMUM QUALIFICATIONS:</p> <p>Education:</p> <p>High School or equivalent, preferred</p> <p>Experience:</p> <ul> <li> <p>One (1) year experience as a patient transporter or six (6) months experience working out of class as lead transporter</p> </li><li> <p>Two (2) years of post-secondary education or one year (1) of other leadership experience (lead, supervisor or manager) will substitute for lacking transport experience.</p> </li></ul> <p>Knowledge, Skills</p> <p>& Abilities:</p> <ul> <li> <p>Excellent communication skills</p> </li><li> <p>High comfort level with directing the work of staff and holding staff accountable to expectations</p> </li><li> <p>Familiar with and able to accurately use XT Teletracking system</p> </li><li> <p>Ability to instruct and orientate others in transport-related duties</p> </li><li> <p>Ability to prioritize, organize, make decisions and solve problems</p> </li><li> <p>Ability to establish positive working relationships with all customers</p> </li></ul> <p>Licensure/Registration/Certification:</p> <p>None</p> <p>POSITION SUMMARY STATEMENT:</p> <p>Provides assistance with direction in prioritizing and coordinating the workflow of the Transport staff. Assigns duties as necessary to accomplish completion of daily functions. Performs all Lead Transporter functions as necessary. Performs other duties as assigned.</p> <p>MAJOR JOB DUTIES AND TASKS:</p> <p>Percentage</p> <p>Of Time:</p> <p>1.</p> <p>Assist in the daily operations and workflow in Transport Department</p> <p>60%</p> <ul> <li> <p>As needed, assigns daily work activities to transporters to ensure a smooth flow of operations</p> </li><li> <p>Assists the Supervisor of Transport with coordinating staffing needs to ensure adequate coverage</p> </li><li> <p>Carry and answer lead phone</p> </li><li> <p>Conducts new employee orientation, continuing education, and annual staff competency activities</p> </li><li> <p>Acts as the liaison to triage and address customer complaints (internal and external). Identifies problems and seeks solutions that benefit every party involved</p> </li><li> <p>Participates in the development, implementation and administration of departmental policies and procedures</p> </li><li> <p>Holds staff accountable to stated department expectations</p> </li><li> <p>Assists in setting and monitoring quality standards</p> </li><li> <p>Keeps management appropriately apprised of ideas, concerns and problems that affect work as they arise</p> </li><li> <p>Assist supervisor in filling critical vacant shifts</p> </li><li> <p>Assists with maintaining departmental organization and cleanliness and follows infection control standards</p> </li><li> <p>Cleans patient care equipment such as wheelchairs and carts</p> </li><li> <p>Reports equipment requiring repair to supervisor of area</p> </li><li> <p>Returns equipment to assigned place</p> </li><li> <p>Assists with general organization and cleanliness of department/</p> </li><li> <p>assigned areas</p> </li></ul> <p>2.</p> <p>Transport patients</p> <p>40%</p> <ul> <li> <p>Safe, timely transport of patients throughout the hospital using the appropriate mode of travel</p> </li><li> <p>Transferring patients with varying diagnoses</p> </li><li> <p>Accurate use of teletracking, IVR to obtain dispatches and track workflow</p> </li><li> <p>Follow transport and patient safety guidelines, policies and procedures as written</p> </li><li> <p>Communicate any delays to appropriate department(s) in a timely manner</p> </li></ul> <p>3.</p> <p>Greet and assist guests with way finding in hospital</p> <p>As needed</p> <ul> <li> <p>Is mobile through hospital; approachable and available to serve patients, guests and internal customers as needed</p> </li><li> <p>Greets all patients and guests in a sincere, respectful, and friendly manner</p> </li><li> <p>Offers assistance and responds to questions and concerns with skill and compassion</p> </li><li> <p>Ensures the safety and comfort of guests during transport by using good judgment about use of stairs, elevators, wheelchairs/staxis, walking pace, etc.</p> </li></ul> <p>4.</p> <p>Performs miscellaneous duties as assigned</p> <p>As needed</p> <ul> <li>Attend mandatory meetings and complete required education </li></ul> <p>ORGANIZATIONAL EXPECTATIONS:</p> <p>PEOPLE</p> <p>Passion: We are deeply committed to the work we do and the people we serve</p> <p>Is positive, professional, enthusiastic and supportive in interactions with others. Is personally motivated to set and achieve goals.</p> <p>Teamwork: We work together with others to achieve excellent results.</p> <p>Works effectively and positively with others.</p> <p>Values the contributions of other team members and influences others positively</p> <p>Integrity: We are honest and open in our actions.</p> <p>Handles confidential matters appropriately.</p> <p>Shares appropriate information to improve results.</p> <p>Respect: We respect all; embrace and value diversity; live the Promises to Each Other.</p> <p>Reliable. Dependable and follows through on responsibilities.</p> <p>Excellence. Goes above and beyond to make a positive difference each day.</p> <p>Show Appreciation. Values and acknowledges others contributions.</p> <p>Positive Attitude. Friendly, optimistic and helpful.</p> <p>Embrace differences. Honors and learns from others uniqueness and experiences.</p> <p>Communicate. Listens, seeks to understand and shares information.</p> <p>Teamwork. Support others, and together we all succeed</p> <p>HEALTH</p> <ul> <li> <p>Complies with safety instructions, observe safe work practices, provides input on safety issues and promotes a safe work environment.</p> </li><li> <p>Acts as a leader or participant in at least one Regions Patient Safety initiative</p> </li></ul> <p>(This applies to positions that are involved in direct patient care as an example PCAs, transporters, ERTs).</p> <ul> <li> <p>Flexibly adapts to change (new technologies and processes).</p> </li><li> <p>Supports and follows defined processes, procedures, policies, and practice standards.</p> </li><li> <p>Demonstrates an ability and willingness to learn and apply new skills to demonstrate competence; keeps skills current. Shares information in the interest of educating fellow team members.</p> </li></ul> <p>EXPERIENCE</p> <p>Demonstrates commitment to our Promises to Patients, Families, Members, and Customers:</p> <p>Treats others with dignity, respect, and compassion.</p> <p>Provides others with accurate and timely information.</p> <p>Actively listens and involves others as they desire.</p> <p>Provides hassle-free access to the services they provide.</p> <p>Anticipates the needs and provides continuity and coordination of services they provide.</p> <p>Provides others with a safe, clean, and healing environment.</p> <p>Uses tools designed to provide an exceptional experience for customers such as: scripting, AIDET, service recovery, etc.</p> <p>Demonstrates our Promises to Internal Customers:</p> <ul> <li>Genuinely expresses a can-do attitude in all of my interactions. <em>Proactive in my planning to ensure patients and external customers needs are met in a timely manner. </em>Uses appropriate tools and process to solve problems. <em>Promotes a positive image of other departments to patients and co-workers. </em>Acts professionally and is accessible to other departments. * Recognizes every employee's contributions to service patients and external customers. </li></ul> <p>STEWARDSHIP</p> <ul> <li> <p>Maintains regular and timely attendance</p> </li><li> <p>Protect confidentiality</p> </li><li> <p>Demonstrates participation in and support of the organization's value of integrity and the Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.</p> </li><li> <p>Uses organization resources responsibly.</p> </li><li> <p>Actively participates in the creation, update and ongoing testing of business continuity and disaster recovery planning and preparation.</p> </li></ul> <p>AGE-SPECIFIC COMPETENCIES:</p> <p>X Yes</p> <p> No</p> <p>Does this employee have direct patient contact? If yes, age-specific competency checklist MUST be attached.</p> <p>LEADERSHIP RESPONSIBILITIES:</p> <p>Please describe the degree to which the position directs the work of others or coordinates workflow of a clinic, department or functional area. If applicable, indicate the number of people and the titles for which this position directly and/or indirectly directs the work of others or coordinates workflow.</p> <ul> <li> <p>This position provides daily work flow and direction for approximately 10-12 employees</p> </li><li> <p>Lead will determine appropriate break times for staff</p> </li><li> <p>Lead can approve schedule changes and shift switches</p> </li><li> <p>Lead can approve call-ins</p> </li><li> <p>Lead will assist supervisor in determining workflow and volume and approve staff to leave due to low census</p> </li></ul> <p>ORGANIZATIONAL EXPECTATIONS OF A LEADER:</p> <ul> <li> <p>Leading Others - Coaches and provides feedback to staff, commits time and resources to staff development, holds staff accountable and rewards and recognizes staff.</p> </li><li> <p>Communication - Creates opportunities for two-way dialogue, translates mission, vision and strategic objectives into day-to-day work, is visible and approachable in the work setting, and uses respectful and healthy communication methods.</p> </li><li> <p>Leading and Managing Change - Accurately assesses individual and team capacity for change, communicates the need for change and the desired outcome, supports the need for change, uses change models and tools effectively.</p> </li><li> <p>Building Relationships - Understands, values and promotes the importance of diversity in the workplace, actively builds trust with their staff, creates an environment where every staff member feels they are treated with respect, builds effective relationships: leader and staff, staff to staff, department to department, leader to leader and leader to patient/member/customer.</p> </li><li> <p>Business and Professional Expertise and Execution - Applies specialized knowledge to achieve results, develops and executes workable plans to achieve objectives, identifies problems and solutions, responds quickly to issues and requests, follows through on plans, commitments and agreements, applies knowledge and expertise in continuous improvement tools and methodologies.</p> </li><li> <p>Patient/Member/Customer Centered - Proactively and consistently seeks to understand our customers/members/ patients, does work and leads work from our customer/member/patient perspective, empowers staff to meet customer/ member/patient needs.</p> </li><li> <p>Promises to Patients and Families (and External Customers)</p> </li><li> <p>Treats patients, families and customers (external) with dignity, respect and compassion. <em>Provides accurate and timely information. </em>Actively listens and involves patients as they desire in their care. <em>Provides hassle-free access to services and needed care. </em>Anticipates needs and provides continuity and coordination of services. * Provides a safe, clean and healing environment.</p> </li><li> <p>Promises to each other - RESPECT</p> </li></ul> <p>Reliable. Dependable and follows through on responsibilities.</p> <p>Excellence. Goes above and beyond to make a positive difference each day.</p> <p>Show Appreciation. Values and acknowledges other's contributions.</p> <p>Positive Attitude. Friendly, optimistic and helpful.</p> <p>Embrace Differences. Honors and learns from other's uniqueness and experiences.</p> <p>Communicate. Listens, seek to understand and share information.</p> <p>Teamwork. Support others and together we all succeed.</p> <ul> <li>Promises to Internal Customers </li></ul> <p>Genuinely express a can-do attitude in all of my interactions. <em>Proactive in my planning to ensure patients and external customer's needs are met in a timely manner. Uses appropriate tools and process to solve problems. </em>Promotes a positive image of other departments to patients and co-workers. <em> Acts professionally and is accessible to other departments. </em>Recognizes every employee's contributions to service patients and external customers.</p> <ul> <li> <p>Ensures that current criteria based job descriptions with established performance standards exist for all staff, and evaluates employee performance and competency in a timely manner.</p> </li><li> <p>Ensures that the Joint Commission and other regulatory standards are met, with contingencies and discrepancies corrected, for assigned areas of responsibility, within required time frames.</p> </li><li> <p>Consistently demonstrates commitment to equal employment opportunity and affirmative action goals.</p> </li><li> <p>Creates a blameless and open environment that supports and nurtures the organization's culture of patient safety.</p> </li><li> <p>Actively participates in the patient safety program endorsed by Regions and encourages staff participation in patient safety initiatives.</p> </li><li> <p>Actively participates in the creation, update and ongoing testing of business continuity and disaster recovery planning and preparation.</p> </li></ul> <p>PHYSICAL REQUIREMENTS:</p> <p>Please list any physical requirements necessary to the performance of this job (e.g. lifting, carrying, stretching, sitting or standing for long periods of time). Please specify details such as number of pounds expected to lift, number of hours must be on feet, etc.</p> <ul> <li> <p>Sense requirements essential in this position are: hearing, seeing, touching</p> </li><li> <p>Mental skills essential in this position are: adaptability, analyzing, assessing, decision making, dependability, judgment, reading, social skills, speaking, stress control, writing</p> </li><li> <p>In a workday, 7 hours are required for standing and/or walking and 1 hour sitting.</p> </li><li> <p>In a workday the percent of time is spent as follows:</p> </li></ul> <p>Lifting and carrying: 20% - occasionally</p> <p>Pushing patients in wheelchairs/transport chairs: 75% - continuously</p> <p>Pulling, bending, twisting, reaching 35% - occasionally</p> <p>e. In a workday, may be required to lift up to 50 lbs alone, up to 100 pounds with assist</p> <p>ENVIRONMENTAL CONDITIONS:</p> <p>Please list unusual environmental conditions, if any (e.g. extremely cramped quarters, noise, fumes, gases, extreme heat/cold, etc.).</p> <p>In a workday approximately 95% would be inside with an occasional walk outside the building. Occasional automobile exhaust fumes, normal dust, extreme cold or extreme heat because of close proximity of desks and work area to entrances of hospital.</p> <p>EQUIPMENT:</p> <p>Please list the equipment used in this position.</p> <p>Pagers and/or telephone</p> <p>Wheelchairs</p> <p>(Staxi) Transport chair</p> <p>Transfer devices such as Patient Lifts, Stands, etc.</p> <p>Carts</p> <p>Hospital Beds</p> <p>Gurneys</p> <p>Computer</p> <p>Elevators</p> <p>Pneumatic tube system</p> <p>Scanners</p> <p>Printers</p> <p>Other</p> <p>7</p> <p>At HealthPartners we believe in the power of good - good deeds and good people working together. As part of our team, you'll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.</p> <p>We're a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.</p> <p>At HealthPartners, everyone is welcome, included and valued. We're working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.</p> <p>Benefits Designed to Support Your Total Health</p> <p>As a HealthPartners colleague, we're committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.</p> <p>Join us in our mission to improve the health and well-being of our patients, members, and communities.</p> <p>We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.</p>