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GENERAL SUMMARY/ OVERVIEW STATEMENT:
Under general supervision and following established hospital and department guidelines, the Patient Escort/Customer Service Team Leader performs a broad range of activities associated with the operation and service level of their designated Patient Escort and Customer Service departments. Incumbent will actively support the day to day operations, focusing on productivity, customer service , staff support/management, and area of safety/cleanliness. Serves as area expert and will provide coverage in the absence of staff supervisor.
Team Leader will work directly with supervisor to continually analyze current operations and make recommendations for improvement. Inform supervisor of any potential issues; which may have an impact on the department, staffing, morale or other aspects.
PRINCIPAL OPERATIONAL DUTIES AND RESPONSIBILITIES:
- Assist in the development of new procedures and track training created from procedures through Team Lead Assessments.
- Have the ability and competency to satisfactorily perform any job in the unit.
- Work with management, Environmental Services and Safety to maintain acceptable work environment standards; create and distribute documentation of procedures.
- Ensure staff are assigned to area jobs, maintain lunch/break schedules and work is being completed in a timely and appropriate manner.
- Monitor productivity throughout the day to ensure established performance standards are being met; work with supervisor to make staffing adjustments, as needed.
- Handle all customer inquiries/complaints; educate staff member(s) on performance issues to avoid any repeated incidents.
- Perform tasks and projects either reviewed with or assigned by Manager.
- Responsible for multiple rounds throughout the day to the floors and units as needed. Perform morning and afternoon assessments with escorts.
- Follows Hospital, JCAHO and DPH guidelines and procedures.
- Ensure all daily measurement/tracking sheets are completed appropriately by staff; compile weekly/monthly reports, as required.
- Call in staff members, as appropriate, or provide coverage to cover any shortage in the absence of a supervisor.
- Provide support in the absence of the supervisor; work closely with manager to handle designated administrative responsibilities during this period.
- Perform other duties deemed within the scope of job title.
SKILLS/ABILITIES/COMPETENCIES REQUIRED:
- Three years experience in operations, preferably in the health care setting. Some supervisory experience would be helpful.
- Exceptional customer service and problem solving skills are essential.
- Requires excellent interpersonal, influential and organizational skills.
- Experience with Microsoft Office applications required.
EDUCATION:
- High School diploma or GED equivalent.
EXPERIENCE:
- Minimum of 2 years of experience preferred.
WORKING CONDITIONS:
- Ability to work in a fast paced and stressful environment
- Standing/walking most of the 8-10 hours shift.
- Lifting/carrying up to 40 lbs. under ideal safe lifting conditions as specified by NIOSH lifting equations.
- Pushing/pulling force, 33 lbs. initial for 13 lbs. sustained force.
- Some hazards associated with soiled linens, needles.
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.