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Job Description

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: Outpatient Transport Services

**Work Type:** Full Time (Total FTE between 0.9 and 1.0)

**Shift:** Shift 1

**Work Schedule:** 8 Hr (6:00:00 AM - 2:30:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

**Pay Range:** $16.48 - $25.96 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The Lead POB Attendant is responsible for providing a welcoming, high quality and supportive hospital service for patients, families, visitors and staff. The position is responsible for greeting and responding to the needs of all customers by providing information, high quality service and support in a timely manner. Individuals in this position are expected to be have in a positive and enthusiastic manner as they are often the first contact patients and visitors will have with Rush.

In all interactions, the Lead POB Attendant will be mindful of the institutional values of motivation, collaboration, accountability, respect and excellence, and will exemplify the Rush mission, vision, and values and act in accordance with Rush policies and procedures.

Other information:

Required Job Qualifications:

• High School graduate or GED.

• Two years of customer service experience.

• Candidates with an equivalent combination education, training and experience where the required knowledge, skills and abilities have been acquired will be considered. Requires knowledge of proper radio etiquette.

• Excellent customer service and interpersonal communications skills.

• Strong organizational skills and multi-tasking skills.

• Good computer skills.

• Must be able to maintain a pleasant demeanor and professional appearance.

• Ability to set appropriate priorities in a dynamic environment.

• Demonstrated ability in the properly use of a phone, pager and two-way radio.

• Understands and applies knowledge of patient transport concepts, infection control practices, and proper body mechanics.

• Must have the ability to lead other Attendants and gain their request.

• Must have the ability and skills needed to carry out the required data entry duties.

Preferred Job Qualifications:

• Work experience in a leadership role.

• Proficient bi-lingual skills a plus.

Physical Demands:

• Must be able to lift 50lbs. and walk.

Responsibilities:

• Ensures that transport tasks are being assigned to an available Attendant in a timely manner. Ensures accurate and timely transport of patients.

• Takes phone requests for POB patient transport and enters all information on the tracking logs.

• Monitors the transporter assignments to ensure timeliness of transports.

• Ensures that work load is distributed evenly and monitors meal/breaks for POB Attendants.

• Responds to informational and complaint calls from customers. Informing customers of estimated time of arrival (ETA), delays, cancellations and unforeseen circumstances

• Monitor POB Attendants’ radio etiquette and proper usage, clearing all calls immediately after transports are completed. Responsible for the timely opening and closing of the dispatch/base area.

• Monitor all POB Attendants to ensure that curbside services are provided to patients and visitors.

• Assists in problem solving to facilitate patient/user satisfaction; communicates patient related issues to appropriate personnel; recommends and participates in the solution of on-going problems or trends.

• Provide transport service to non-ambulatory outpatient visitors of the Medical Center when not assigned to Guest Relations desk.

• Report all unusual occurrences to supervisor and all security issues to Rush security and supervisor. Report building issues (such as any damage to the facility) to Medical Center Engineering working together with staff and supervisor to solve problems using teamwork and professional demeanor.

• Assists management in providing departmental training to all new POB Attendant hires.

• Appropriately responds to Emergency Codes and Actions per Hospitals Emergency Preparedness Plan.

• Assists with clean-up of lobby area as appropriate.

• Additional duties and projects as assigned.

Performance Standards:

• Provides a welcoming, high-quality collaborative customer experience.

• Reports daily issues and/or interacts with management in a professional manner.

• Keeps manager informed of activities, needs and/or concerns.

• Demonstrates tact and diplomacy under stressful circumstances.

• Consistently displays a friendly manner to patients and employees.

• Greet all staff and visitors with a smile.

• Maintain an awareness of what is going on in the Medical Center.

• Develops and promotes positive effective customer service relations with patients, patient family members, visitors and staff.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

**Position** POB Attendant Lead

**Location** US:IL:Chicago

**Req ID** 23976