Patient Experience Rep- EC 11-11

Job Summary

Acts as liaison between patients, families, visitors, and staff in the Emergency Center with goal of enhancing personal service and achieving patient satisfaction. Responsible for communicating with patients, family members and visitors for non-medical requests, complaints, and compliments.

Qualifications

High School Diploma or GED (Required)

Associate Degree (Preferred)

Work Experience

3 ore more years experience in service excellence and (or) healthcare environment (Preferred)

Licenses and Certifications

N/A

Essential Functions

Identifies opportunities for service improvement to provide a great patient/guest experience.

Establishes dialogue with patient to obtain information for non-medical requests.

Acts as a liaison between patient and hospital staff in Emergency Center waiting areas to ensure needs are met.

Coordinates with Care Management transportation and shelter services for patients.

Performs daily patient rounds on 50 patients per day.

Facilitates complaint resolution with clinical staff/physicians, maintaining log of all concerns.

Identifies opportunities for service/quality improvement and acts as an intermediary on behalf of the family by facilitating support during crisis situations.

Assists with Interpreter Phones as needed.

Interfaces with Security to ensure guests' safety.

Responsible for inventory & supplies for Emergency Center waiting area.

Participates in disaster situations.

Registers guests upon request

Additional Duties

Adheres to the hospital and departmental attendance and punctuality guidelines.

Performs all job responsibilities in alignment with the core values, mission and vision of the organization.

Performs other duties as required and completes all job functions as per departmental policies and procedures.

Maintains current knowledge in present areas of responsibility (i.e., self education, attends ongoing educational programs).

Attends staff meetings and completes mandatory in-services and requirements and competency evaluations on time.

Demonstrates competency at all levels in providing care to all patients based on age, sex, weight, and demonstrated needs.

For non-clinical areas, has attended training and demonstrates usage of age- specific customer service skills.

Wears protective clothing and equipment as appropriate.