Under general supervision and following established procedures, Escort Associate performs a broad range of activities. The Escort Associate will actively support the day-to-day operations of Customer Service/Patient Escort within Materials Management, focusing on the delivery of patients, medical supplies, and specimens. Escort Associates will work closely with Customer Service Representatives, Team Leaders and Supervisors in order to deliver the highest level of service that meets and exceeds our department standards and service guarantees.
PRINCIPAL OPERATIONAL DUTIES AND RESPONSIBILITIES:
Primary job functions of Escort Associates is the care and pick up and escort of patients to final destinations. Deliver supplies to units as needed and per ticket. The pick up and drop off of specimen deliveries, whether rounding or call down.
Transport patients via stretcher, wheelchair, or bed. Patients move to and from test sites, patient floors, and physicians'offices. Specimen are also picked up and dropped off at the various labs. Supply and equipment deliveries are also moved throughout the patient units and OR floors.
When escorting patient, delivering supplies/equipment, or picking up specimens Escort Associates need to always be mindful of the safety they need to take to ensure that Hospital protocol is being followed from yearly training.
All three activities have measurement times that need to be met in order to deliver excellent service to all of our customers in the Hospital. Escort Associates main objective is to deliver service in a safe, timely manner following training and Hospital policies.
When escorting patients, handling specimens, and delivering supplies Escort Associates should follow Infection Control Standards for cleaning equipment, handling specimen and covering supplies going to units. Standards are outlined in department policies/procedures.
All work completed should be documented and tracked in its appropriate device or manner according to the training and tracking devices used to maintain records.
Exercises appropriate body mechanics, care and caution.
Always be mindful of patient confidentiality and HIPPA.
Responsible for the receipt and delivery of bulk medications from vendors to the pharmacy or nursing units as well as the transport of medication orders that are packaged for delivery from the pharmacy to various areas of MGH.
Perform other duties as assigned.
Ability to work in a fast paced stressful environment
Exceptional customer service skills and patience when dealing with our customers.
Requires excellent interpersonal and organizational skills.
Strong customer service and interpersonal skills.
Knowledge of department customer service procedures.
Ability to gain product knowledge across departments.
Ability to handle and prioritize multiple tasks effectively.
Exceptional patience with all customers
Accuracy and attention to detail.
Basic mathematical skills
Knowledge of Microsoft Office applications Outlook and PeopleSoft.
Ability to learn use of dept. inventory systems and handheld devices.
Perform accurate record keeping and data entry.
Excellent verbal and written communication skills.
Flexible, particularly in meeting scheduling needs.
Minimum of 2 years of Customer Service or similar work experience required; healthcare setting helpful.
Standing/walking most of 8-10 hour shift.
Lifting/carrying up to 40 lbs. under ideal safe lifting conditions as specified by NIOSH lifting equations
Pushing/pulling force. 33 lbs. initial force 13 lbs. sustained force.
Some hazards associated with soiled linens, and soiled equipment.
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.