Job Description

Northern Light Mercy Hospital

Department: Mission Services

Position is located: Mercy Fore River

Work Type: Part Time Eligible

Hours Per Week: 24.00

Work Schedule: 7:00 AM to 7:30 PM

Summary:

This position serves as the initial point of contact for all visitors and patients arriving to the Fore River Hospital and adjacent buildings. This includes, but is not limited to, greeting all who come through our doors, providing accurate direction and helping patients navigate the hospital campus. The patient experience associate uses census lists and directories to serve as a resource for visitors, patients and staff.

The incumbent may have access to highly confidential patient, employee and/or Mercy proprietary information, and must handle & protect the information in accordance with hospital & system policies, HIPAA requirements and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, or other security risks to the organization. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position and conducts all job responsibilities according to the Mission and Values of Mercy Hospital.

Responsibilities:

• Greets all persons entering the building and determines the nature of their visit.
• Provides accurate direction to patient and/or visitor, using resources available.
• Tracks and ensures timely delivery of patient and staff deliveries (food, flowers, etc.).
• Provides physical assistance – escort or wheelchair assistance – to patients who are mobility or vision-impaired.
• Ensures that all patients who present requesting the emergency department arrive there safely.
• Engages interpreter services to ensure ease of access for patients who do not use spoken English as their main source of communication.
• Works with members of the team and other departments in an effective and efficient manner. Shares knowledge and serves as a resource.
• As appropriate, assists with active and passive screening processes in response to public health measures and/or changes in patient visitation policies. This may include limiting visitors and/or enforcing masking policies.
• Conducts all duties with a focus on patient/customer experience.
• Other duties as assigned.

Other Information :

Competencies and Skills

• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Electronic medical record software.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
• Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
• Human Capital, Supply Chain and Financial Software.
• Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.
• Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
• Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

• Required No Minimum Requirement

Working Conditions

• Potential exposure to abusive and/or aggressive people.
• Potential exposure to diseases or infections.
• Potential exposure to noise levels being uncomfortable.
• Potential exposure to noxious odors.
• Potential exposure to very hot or cold temperatures.
• Prolonged periods of sitting. Lifting, moving and loading less than 20 pounds.
  

Northern Light Mercy Hospital is a nonprofit acute care hospital in Portland, Maine, and a sponsored ministry of the Sisters of Mercy of the Americas . Our work is grounded in compassion, dignity, and service, with a commitment to caring for every member of our community, especially those most in need. At Mercy, people come to work knowing their role matters. Whether at the bedside, in support services, administration, or clinical care, every team member contributes to a culture built on respect, collaboration, and purpose.

We provide a broad range of medical and surgical services, along with multiple primary and specialty care offerings and community-based programs that extend our impact beyond the hospital walls. As a member of Northern Light Health, an integrated statewide health delivery system, employees benefit from the stability, resource, and career pathways of a larger organization while working in a hospital that feels personal and connected. Team members have opportunities to grow professionally, explore new roles, and build long-term careers in an environment focused on quality, innovation, and the well-being of our workforce.

Mercy Hospital is located in Portland, Maine’s largest and most vibrant city, offering an exceptional quality of life that attracts people from across the country. Portland is nationally recognized for its food scene, arts and culture, vibrant neighborhoods, and strong sense of community. Within minutes of the city, you can reach beaches, islands, lakes, and mountain trails, with easy access to hiking, skiing, boating, and cycling. The region also offers excellent schools, family-friendly neighborhoods, and easy travel connections through Portland International Jetport and nearby rail service to Boston. Southern Maine blends career opportunity with a lifestyle centered on balance, outdoor recreation, and coastal living, making it an ideal place to live and build a career.

Questions? Contact Talent Acquisition:
phone: 207-973-7100
email: talentacquisition@northernlight.org

Portland, Maine, Catholic, Sisters of Mercy, Level 2 NeoNatal Nursery

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