Summary

To ensure the proper cleaning of the patient room occurred, refreshing the room in the early evening thus preparing the room for the patient to sleep.  This is done by ensuring each patient room received daily services, trash removal, surfaces disinfected, floors clear of debris/mopped and cleaning of the bathroom daily throughout the campus in-patient units.  Perform all duties following safety and disinfection regulations and practices.  Assist with training and team development.  Complies with all customer service 
standards as outlined in the EVS 'Patient Experience' program.  Supports EVS leadership with delivery of "Action Plan" items and short/long-term goals designed to improve and enhance patient satisfaction and service excellence.  Assists where necessary to ensure optimum service to patients has been provided.     Monitors patient care units to keep assigned areas clean, including refreshing and the inspecting patient rooms during the hours of 3pm -11:30 pm.  Train and enforce high profile and terminal cleaning processes.  Train and enforce high profile and terminal cleaning processes.  Assist team with throughput efforts during a surge or as needed.  Refresh cleaning, leads and inspects each room for housekeeping issues that require immediate correction.  Collaborate with the clinical staff, inspect rooms for facility related defects, report them, and engage with facilities team to ensure issues and are remedied in TMS.  The ability of trouble shooting technological capabilities is essential to assist team members with the use of devices required to control the flow of throughput. 
 Provides quality service to patients by providing one-on-one attention to detail. 
 Resolves internal/external patient complaints to ensure patient satisfaction. 
 Inspects areas to confirm cleaning standards have been met. 
 Assists staff including training to ensure highest standards of cleanliness and services are provided. 
 Visually inspects rooms to identify and correct basic maintenance defects by recording and notifying our Facility team. 
 Prior to beginning tasks, establish a rapport with patients/customers by providing a brief description of the Turndown process. 
 Value and deliver high quality service to all customers through effective application of scripting and the AIDET principles; Acknowledge, Introduce, Duration, Explanation, and Thank You
 Continuous education to patients on the use of the “QR” code to request EVS services. 
 Capable utilizing computers, writing daily and weekly reports. 
 Builds effective relationships across work groups by treating fellow employees with courtesy, respect, and inclusiveness; maintains a positive attitude and takes responsibility for assignments. 
 As a Patient Ambassador, you will serve as the primary representative of the Patient Experience Team for your respective unit. 
 Ability to provide daily reporting of findings during rounds to include measures taken to enhance a patients experience after a problem was reported. 
 Ability to resolve all service recovery scenarios presented and ensure a positive outcome. 
 Conducts new admission visits to all assigned units within timeframe established by unit leadership and patient experience leadership. 
 Ability to retain digestible data board metrics to assist with educating all department team members Ensures that all employees demonstrate an aggressive hospitality (respect) orientation toward customers and clients. 
 Assists in effective employee relations programs at unit site. 
 Provides recognition for employee when programs are implemented with success. 
 Completes housekeeping tasks when requested by customer or patients. 
 Resolves housekeeping issues that do not meet standards and ensures housekeeping tasks are followed up on and completed in a timely matter. 

Additional Information

As one of the largest health care providers in Maryland, with 13,000 team members, We strive to CARE BRAVELY for over 1 million patients annually. LifeBridge Health includes Sinai Hospital of Baltimore, Northwest Hospital, Carroll Hospital, Levindale Hebrew Geriatric Center and Hospital and Grace Medical Center, as well as our Community Physician Enterprise, Center for Hope, Practice Dynamics, and business partners: LifeBridge Health & Fitness, ExpressCare and HomeCare of Maryland.