Environmental Services Lead - New Pal

JOB SPECIFIC CORE COMPETENCIES:

• Ability to prioritize assigned duties.
• Must be able to read, write, and speak English at a level, to communicate effectively with co-workers and staff to build positive relationships and ensure safe and efficient job performance.
• Must demonstrate self-directed personal qualities, as position is a very visible contact point with customers and co-workers.
• Ability to lift, push, pull, and/or squat a minimum of 30 pounds, able to stand and walk 90% of work period and able to walk stairs and negotiate uneven surfaces.
• Ability to work independently and as part of team.
• Possess excellent customer-service skills.
• After training, must demonstrate ability to utilize supplies, tools, and equipment properly, including telephones and digital paging devices.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

The following list describes the essential duties of this role. Individuals in this role may not perform all of these duties, or may perform additional, related duties not listed here.

• Responsible for adhering to all patient care services standards.
•  Responsible for following established departmental policies and procedures, objectives, quality assurance program, and environmental and infection control standards.
• Competent to perform job related tasks demonstrating a commitment to working with fellow employees, and servicing the needs of patients, visitors, and hospital staff.
• Understands and demonstrates high quality Environmental Services to customers and informs department manager of conditions that may threaten the provision of high-quality service.
• Competent and proficient in all aspects of services and department processes, and therefore is a core element of the orientation process for new staff.
• Helps to ensure that applicable logs or related documentation for the shift is complete e.g., duty lists and shift sign-ins, and informs department leadership of discrepancies when they occur.
• Performs environmental services duties, including cleaning, disinfecting, trash and linen removal, room setup, and other assigned housekeeping responsibilities.
• Inspects equipment and supplies to ensure high quality service will be maintained and informs department leadership when equipment and supplies pose a risk to service or safety standards.
• Serves as a service ambassador to other areas of the hospital. It is imperative that incumbents in this role demonstrate superior inter-personal skills to create and maintain positive customer relations.
• Assists co-workers as applicable and monitors quality of work performed relative to department standards on the shift. Incumbents in the position will ensure completion of forms and logs related to documenting the efficiency and or level of service performed on that shift along with any personnel matters that may have developed.
• Must be able to interact directly with patient population, job requires high visibility. Must exhibit consistently high level of customer service and 'patients first' sensibility.

EXPECTED BEHAVIORS:

Demonstrates the following competencies:

Attitude/Customer Competencies

• Caring, compassionate, and approachable in all customer contacts
• Privacy – respects customers’ right to privacy and modesty
• Confidentiality – maintains customers’ confidentiality
• Telephone etiquette – speaks so that customers hear a smile
• Appearance – takes personal ownership in appearance and that of work environment
• Initiative – takes necessary steps to fix problems immediately
• Providing Direction and Customer Acknowledgment – provides personalized attention by being courteous, friendly, and helpful when responding to customers’ needs
• Timely service – recognizes that customers’ time is very valuable; provides them with prompt service
• Customer information/education – provides customers with the best information needed to make informed choices

Relationship Competencies/Work Group Competencies

• Demonstrates advocacy, respect and truth telling
• Demonstrates accountability for own actions
• Demonstrates ability to respectfully address interpersonal conflicts
• Takes initiative to help others
• Demonstrates a learning attitude toward solving problems
• Demonstrates openness to change and new learning
• Reports to work on time and has regular attendance
• Adheres to practice defined dress code
• Attends Staff meetings

Ethical Decision-Making

• Respects the needs, expectations and rights of all individuals
• Advocates the rights of all to a safe environment
• Uses sensitivity to cultural diversity to guide decision-making

Performance Improvement

• Identifies work processes and strives to reduce cost and increase satisfaction
• Identifies customers and demonstrates understanding of customers’ expectations
• Actively works to increase satisfaction of all
• Monitors customers’ satisfaction
• Takes active role in department process improvement efforts; demonstrates understanding of outcomes
• Demonstrates an understanding of responsibilities
• Demonstrates diagnostic thinking/reasoning
• Utilizes feedback from peers, supervisor, customers to drive performance and behaviors