Guest Services Representative

Park Nicollet Health Services

United States, Minnesota, St. Louis Park

6500 Excelsior Boulevard (Show on map)

Jan 06, 2026

Job Description

Park Nicollet Health Services	Job Title: Representative, Guest Services
Job Code: 5SX
Leader Title Level: Mgr, Patient Support Srvcs	Location: Meadowbrook Heart & Vascular Center Methodist Hospital	Department: Volunteer Services/Foundation
Final Approval (Dir. or VP Level): Dir, EVS & Parking	Date Approved: 10/21/2013	Date Revised: 11/30/2023

POSITION SUMMARY STATEMENT:

The main responsibility of this position is to work cooperatively with all hospital departments and clinics to deliver optimal service to patients, families and guests by anticipating customer needs, greeting and assisting all individuals entering the facility and ensuring that the finest in hospitality and service is consistently provided, with minimal supervision.

MINIMUM QUALIFICATIONS:

Education, Experience or Equivalent Combination:
- High School Diploma or equivalent.
- 3 - 5 years of working in public settings as a receptionist, concierge or other guest contact experience required.
Licensure/ Registration/ Certification:
- NA
Knowledge, Skills, and Abilities:
- Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients.
- Requires knowledge of handicap equipment (wheelchair, walker, crutches, etc.) and how to assist patients, visitors and staff.
- Personal computers utilizing Microsoft applications and healthcare databases.
- Standard Office equipment
- Wheelchairs

PREFERRED QUALIFICATIONS:

Education, Experience or Equivalent Combination:
- NA
Licensure/ Registration/ Certification:
- NA

Knowledge, Skills, and Abilities:
- NA

ESSENTIAL DUTIES:

Hospitality Services

Approaches work from a Customer Experience and Results vantage point, looks for opportunities to assist other team members, or other hospital staff, in serving our patients and guests.

Anticipates needs of patients and families and delivers service according to hospital and department standards.
Able to effectively and accurately direct patients and visitors
Provides wheelchair transportation and/or walking escort to patients and guests as needed.
Rounds throughout the lobby and public areas to ensure availability to guests
Gives direction to volunteers in Guest Experience roles
Integrates services across the hospital and adjoining clinics to ensure exceptional guest experiences
Knowledgeable regarding emergency procedures and processes
Routes media requests to the appropriate resource
Knowledgeable about Joint Commission and other regulatory agencies and knows proper way to receive and announce them
Maintains neat, clean, professional and safe appearance of lobby and other public areas
Reports any needed repairs to proper departments
Assists in maintaining adequate supply of wheelchairs

Guest Feedback

Encourages guests to provide feedback regarding their experience
Tracks & reports recurring requests from patients and visitors and makes recommendations for long term proactive solutions that improve the patient and family experience.

Performs other miscellaneous duties as necessary. May include but are not limited to:

Attends and participates in staff meetings, and professional development sessions
Actively seeks to build goodwill among team members and across departments
Assists in training new staff and volunteers

Contributes articles to the department newsletter to improve interdepartmental communications

Assists with assembly of mailing materials &/or phone calls.
Other duties as assigned

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.
Maintains regular and timely attendance.

Protects confidentiality.
Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.
Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)

POPULATION SPECIFIC COMPETENCIES:

	Yes	No
Does this employee have direct patient contact?	x

Departments will need to determine the appropriate competencies in their areas for their specific patient populations documented in the essential duties section.

Examples of items that can be included are:

Identifies expected outcomes for a plan individualized to the patient or situation specific to the needs of the population served.
Communicates effectively with patients, families, and team members.
Integrates practices that supports patient safety, acknowledges variations in populations served.
Anticipates the needs of the population served as well as the unique characteristics of the communities served.
Anticipates the needs of the population in providing culturally responsive care and develops an individualized plan for patients and families.

LEADERSHIP RESPONSIBILITY:

Please describe the degree to which the position directs the work of others or coordinates workflow of a clinic, department, or functional area. If applicable, indicate the number of people and the titles for which this position directly and/or indirectly directs the work of others or coordinates workflow.

Guides volunteers in Guest Experience roles

Critical Job Demands

Section 1: Place an "X' next to ONE of the terms that best describes the frequency for each of the Critical Demands.

Critical Demands	N/A 0%	Rare 1-5% (Up to a 1/2 hour)	Occa 6-33% (1/2 hour to 3 hours)	Freq 34-66% (3 to 5 hours)	Cont 67-100% (5 to 8 hours)
Standing - Remaining on one's feet in an upright position at a work station without moving about.					x
Walking - Moving about on foot.				x
Sitting - Remaining in a seated position.			x
Squatting - Assuming or maintaining a crouching position with the knees bent.			x
Reaching - Stretching out or extending to touch or grasp.			x
Lifting - Raising or lowering an object from one level to another (includes upward pulling).			x
Carrying - Transporting an object, usually holding it in the hands or arms, or on the shoulder.			x
Pushing/Pulling - Exerting force upon an object so that the object moves away/towards from the force.			x
Handling/Fingering - (includes typing, computer work, gripping, grasping, and pinching)			x

Section 2: Place an "X" next to ONE of the terms that best describes the Strength Rating for this job classification which is expressed by one of five terms: Sedentary, Light, Medium, Heavy, and Very Heavy.

	Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
x	Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible.
	Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects. Physical Demand requirements are in excess of those for Light Work.
	Heavy Work - Exerting 50 to 100 pounds of force occasionally, and/or 25 to 50 pounds of force frequently, and/or 10 to 20 pounds of force constantly to move objects. Physical Demand requirements are in excess of those for Medium Work.
	Very Heavy Work - Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. Physical Demand requirements are in excess of those for Heavy Work.

Note: During any patient handling task, if any caregiver is required to lift more than 35 lbs. of a patient's weight, assistive transfer devices should be used for the transfer.

HAZARD ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE)
Please contact the employer Employee Health & Safety (EHS) with any questions or assistance related to the completion of the Hazard Assessment for Personal Protective Equipment (HAPPE) Form.
RELATED TO: Hazardous Substances and Harmful Physical Agents
Yes	No	Task Description	Potential Hazard	Hazard control	PPE Required
	x	Working with box cutters, knives or other sharp cutting devices.	Penetration	Cut away from body. Use proper tool for the job.		Safety knife or safety box cutter Cut resistant gloves Other ___________________
	x	Working with liquid chemicals, acids, or caustics (Examples: reprocessing, cleaners, disinfectants, laboratory chemicals). See MSDS online database for chemical list	Chemicals Flammables Toxic Gases Corrosives	Use only employer approved products. Use appropriate soaking containers with labels. Understand hazards of chemicals you use (read MSDS).		Goggles Chemical face shield Chemical resistant gloves Chemical resistant aprons Lab Coat Closed toe shoes Powered Air Purifying Respirator Other ___________________
	x	Exposed to extreme heat (Examples: Autoclaves, Blanket warmers, Ovens, Propane torches) or cold (Liquid Nitrogen, Winter temperatures).	Heat Cold Stress, Burns, Frostbite	Approach hot surfaces carefully. Use only approved liquid nitrogen dewars. Dispense only if trained.		Heat resistant gloves Cryogenic (cold resistant) gloves Goggles Face shield Other ___________________
	x	Driving or riding in motorized vehicle equipment as part of the job.	Vehicle crash, Impact	Absolutely no text messaging while driving. Refrain from cell phone use while driving.		Seat belt Other ___________________
	x	Working in extremely wet or slippery conditions or working in 24/7 operations where floors are wet from mopping.	Slip, Trip, or Fall	For wet areas, mop excess water regularly. Place warning signs. Select footwear carefully		Slip resistant shoes Rubber boots Other ___________________
	x	Preparing or handling hazardous drugs (Examples: cytotoxic drugs, chemotherapy agents).	Chemical Genetic damage Tumors	Receive training PPE Use of biological cabinet Spill procedures Waste disposal SOP		Gloves appropriate for chemical Disposable barrier gown Goggles N95/PAPR (spill cleanup) Ventilation Hood Other ___________________
	x	Medical/surgical procedures involving heat generating tools or equipment (Examples: cautery/ lasers).	Light radiation, burns to self or patient, smoke inhalation	Receive laser training. Awareness and knowledge to minimize surgical or procedural fires. Code Red training PPE Restricted access		Specialized laser safety glasses Other ___________________
	x	Working with or near ionizing Radiation Hazards (Examples: Radioactive sources, X-Rays).	Over exposure, Genetic damage	Warning signage PPE Waste and spill procedures Personal monitoring Shielding, distance		Lead Aprons Other ___________________
	x	Working near MRI.	Trauma resulting from missile effect	Restrict access Screening Signage
	x	Moving equipment/supplies.	Strain, Sprain	Proper body mechanics Get additional help Get Ergonomic help from EOHS.
x		Dealing with agitated persons or disturbances.	Workplace violence, bodily injury, body fluid exposure	Training in verbal de-escalation techniques. Code Green procedure		Gloves (Clean) Barrier Gown or fluid resistant Lab Coat

HAZARD ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE)
RELATED TO: Infectious Agents
Yes	No	Description	Potential Hazard	Hazard control	PPE Required
		PERFORMING OR ASSISTING WITH THESE TASKS:
	x	Potential for splash of blood/body fluid to face and clothing: examples but not all inclusive: suctioning, wound irrigation, eye & ear irrigation, close contact (within 3 ft.) of patient with frequent, productive cough, sigmoidoscopy, cystoscopy, colonoscopy.	Exposure to Infectious Agents	Hand hygiene before and after task PPE		Facial protection (mask plus goggles OR face shield) Gloves (Clean) Barrier Gown if anticipate splash
	x	Activity that requires touching patient's non-intact skin or mucous membranes.	Exposure to Infectious Agents	Hand hygiene before and after task PPE		Gloves (Clean)
	x	Activity that includes touching patient's blood/body fluid or contaminated items or environment, examples, but not all inclusive: disposal of urine, blood canisters.	Exposure to Infectious Agents	Hand hygiene before and after task PPE Use of Spill kits (as needed)		Gloves (Clean) Barrier Gown if anticipate splash Facial protection (mask plus goggles OR face shield) if anticipate splash
	x	Performing duties with sharp devices that could result in exposure to blood or body fluids.	Exposure to Infectious Agent/sharp injury	Use of sharps safety devices Avoid re-capping needles Proper disposal of sharps at point of care For reusable sharp, use safe transporting practices Use neutral zone for passing sharps PPE		Gloves (Clean vs. Sterile depends on the procedure) Facial protection (mask plus goggles OR face shield) if anticipate splash
	x	Entering rooms where patients with airborne diseases are treated.	Exposure to Infectious Agent/inhalation	Mask patient Place patient in airborne infection isolation room if available Limit entry into room Keep door closed PPE		Follow Communicable Disease Guidelines and Tuberculosis Control Plan to determine if N95 respirator, PAPR, or surgical mask is needed
	x	Work with specimens from patients with airborne diseases.	Exposure to Infectious Agent/inhalation	PPE Biological Safety hoods/cabinet instrumentation with automated/closed sampling mechanisms		N95 respirator or PAPR
	x	1. Procedures that enter deep tissue or body fluid, including but not limited to: Central IV insertion, placing a catheter or injecting material into the spinal canal or subdural space (myelogram, lumbar puncture, spinal/epidural anesthesia), breast biopsy, temporal artery biopsy, bone marrow biopsy, OB vaginal delivery, incision & drainage.	Exposure to infectious agents	Hand hygiene before and after procedures PPE		Gloves (Sterile) Barrier Gown Facial protection (mask plus eye protection or face shield plus mask required during these procedures)
	x	2. a. Procedures that enter subcutaneous tissue or are located in the skin structure, including but not limited to: Excision of mole, lump, or bump Excision of lipoma or sebaceous cyst, vasectomy	Exposure to infectious agents	Hand hygiene before and after procedure PPE		Facial protection (mask and eye protection required during these procedures if anticipate splash) Gloves (Sterile) Barrier Gown if anticipate splash
	x	2. b. Additional Procedures Shave biopsy, punch biopsy Joint injection, nerve injection, joint aspiration Peripheral IV insertion, ENT procedures Anal-rectal Biopsy	Exposure to infectious agents	Hand hygiene before and after procedure PPE		Gloves (Clean) Barrier Gown if anticipate splash Facial protection (mask and eye protection required during these procedures if anticipate splash)
	x	3. Handling Lab specimens in a laboratory	Exposure to infectious agents	Hand hygiene after removing gloves PPE Biological Safety hoods/cabinet Splash guard Instrumentation with automated/closed sampling mechanisms		Lab Coat ( fluid resistant) Gloves (Clean) Facial protection (mask plus eye protection or face shield plus mask required during these procedures)

Other tasks with identified safety, health or infectious hazards requiring PPE?
Yes	No	Task Description	Hazard	Hazard control	List PPE required
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