At Houston Methodist, the Doorperson position is responsible for assisting and directing incoming persons to the facility. This position greets patients and guests arriving at and departing from the Hospital, assisting in expediting and monitoring the safety of discharged patients, ensuring area is continuously staffed for patient flow optimization. The Doorperson position provides passenger loading and unloading service, including luggage and wheelchair assistance, maintaining traffic control. This position proactively identifies arriving and departing patients inquiries to ensure service excellence and must be able to communicate appropriately and work closely with nursing staff and co-workers.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Greets all arriving customers in a courteous fashion. Opens vehicle doors for all arriving and departing customers. Assists in loading and unloading patient and guest belongings. Recognizes customers with special needs and acts accordingly.

• Promotes a positive image of the department and Hospital through verbal and non-verbal communication with all persons and complies with personal appearance guidelines. Uses appropriate communication device to limit conversations to ensure HIPAA compliance.

• Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Proactively identifies arriving and departing patients inquiries to ensure service excellence.

• Monitors discharging patients and coordinates their status with other doorpersons and other departments of the hospital by radio or other appropriate means. Checks status of discharges to expedite for waiting drivers. Ensures timely and safe loading of patients and their belongings into vehicles.

• Assists in traffic control of guests picking up discharged patients at all points at the entrance or other locations that requires a doorperson assistance with patients.

• Provides customers with information regarding questions on Houston Methodist, The Texas Medical Center, transportation, directions, valet and self-parking services, and rates. Directs customers to the appropriate areas.

• Contributes towards improving department scores for patient satisfaction/experience through peer-to-peer accountability.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Maintains equipment stock (wheelchairs, luggage carts, Trans carts on the entrances and notifies appropriate department when equipment is needed.

• Participates in departmental process improvement activities. Exhibits flexibility in working with new processes.

• Maintains proficiency in operation of special equipment used to assist non-ambulatory patients.

FINANCE ESSENTIAL FUNCTIONS

• Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively, minimizing incidental overtime, and prioritize daily tasks, assisting coworkers as needed.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• One year experience working in hotel or customer service industry

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

LICENSES AND CERTIFICATIONS - PREFERRED

• BLS - Basic Life Support (AHA)

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Demonstrates a working knowledge of isolation, infection control and safety procedures. Practices universal precautions at all times when assisting patients

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform Yes
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research.  In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

 

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas.  These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.