1. General Contacts: HR, Payroll, management, staff, physicians
Job Provides Direction to: N/A
1. Environmental Demands: Office environment within a hospital setting. Visits to departments.
2. Essential Physical and Cognitive Demands, Manual Dexterity: Ability to work at a computer for extended periods; occasional lifting up to 15-20 pounds; ability to move throughout hospital locations as needed; occasional extended work hours during payroll processing, year-end, system implementations, or critical operational events.
Part I: Hospital-Wide Standards
A. Organizational: Demonstrates adherence to Montefiore Nyack Hospital “We Care” standards.
“I will commit to work together in a courteous, respectful manner. I will demonstrate a positive spirit of service with all employees with whom I interact.”
•
Place team success above individual recognition.
•
Be receptive to new ideas and approaches within my workplace.
•
Offer assistance generously without hesitation.
“I will be accountable, responsible, and self-directed in all aspects of my work at all times.”
•
See projects through to ensure completion.
•
Problem solve with patients, family members, and other employees.
•
Follow up to ensure a resolution.
“I will demonstrate positive communication in a clear, courteous and appropriate manner at all times.”
•
Answer the phone within three rings if possible and identify myself, my department, and ask, “How may I help you”?
•
Use effective verbal and written communication to patients, families, visitors, using the principles of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You)
•
Use positive communication in my tone of voice, body language, and choice of words.
•
Respond to e-mails in a courteous manner, with-in twenty-four hours.
“I will dress in a manner that reflects a professional and positive image of the hospital at all times”
•
Maintain a clean, neat, and professional appearance which adheres to hospital dress code policy.
•
Promote and adhere to Montefiore Nyack Hospital’s guidelines regarding a safe and clean work environment for employees, patients, families and visitors.
“I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers.”
•
Respond to patient call lights and ask if I can assist. (No Pass Zone).
•
Apologize for delays and concerns.
“I will strive to ‘do my best everyday’ in exceeding customer expectations.”
•
Anticipate and address my patients’, families and visitors needs.
•
Avoid negativity and exhibit a “can-do” attitude.
•
“Manage up” fellow employees, physicians, departments, and the organization, to increase patient confidence both internally and in the community.
•
Exit elevators to accommodate our patients’ first.
•
Acknowledge people in the hallway by smiling and making eye contact.
•
Help lost guests and new employees by escorting them to their destination.
B.MISSION/STRATEGIC PLAN:
Participates in activities which support the mission of the hospital
C. JOB SPECIFIC COMPETENCIES:
*Demonstrates the required job specific technical professional knowledge, skills and abilities.