JOB SUMMARY
The Emergency Department Patient Concierge (ERPC) will round on emergency room patients/visitors with the goal of meeting patient care needs, ensuring patient safety, and decreasing the occurrence of preventable service events. Supports service excellence activities by participating in the development, education and maintenance of the patient relations program and customer service training. Strives for superior performance by consistently providing a product or service to leadership and staff that is recognized as ultimately contributing to the patient and family experience. Recognizes and demonstrates understanding of patient and family centered care.
PRIMARY JOB RESPONSIBILITIES
Conducts frequent purposeful rounds on patients and their family within all Emergency Department areas to determine actual and potential needs of patients and their family members.Responds to call lights/requests and anticipates patient needs.Provides comfort care and communication for patients, family members, and visitors.Helps facilitate the escorting of patients and/or their families to patient rooms, or other ancillary departments including discharges out of the Emergency DepartmentFunction as a liaison between patients, families, physicians, clinicians, and staff.Maintain open communication and an effective working relationship with other members of the hospital health care team.Stocks blanket warmers and EMS room with snacks and supplies. Maintains department stock of linens for patient and family comfort.Makes coffee, tea, fills water glasses, etc., and keeps nourishment stations clean and stocked.Cleans up patient rooms, and notifies EVS if a more thorough cleaning is needed. Ensures that every patient has a pillow (taken out of plastic wrapping and put in pillowcase), except for patients with a back board, neck brace, or other visible situation involving the head, neck, or spine.Procures a hospital bed and transfers patients from ED stretcher to regular bed if determination for admission is confirmed but patient is not going to floor promptly.Receives, responds and coordinates follow up for patient compliments, complaints and grievances from patients and family members rounded on. Interviews patients, family members and staff to obtain relevant information about concerns or complaints and attempts to resolve issues before discharge. If unable to resolve, contacts department manager and/or Patient Advocate. Under the direction of the Director of Service Excellence initiates and/or facilitates process improvement initiatives related to the Emergency Department patient experience.Interacts with customers in a manner which satisfies the customer and does not diminish the organization’s image in the community.Contributes to organizational success targets for customer service and the patient experience.Serves as a role model for compassionate, quality customer service. Acts as a public relations ambassador for Memorial Healthcare at all times. Specifically, speaks positively about the organization; manages up co-workers, managers and others.Has a working knowledge of Memorial Healthcare services; reports issues, problems and ideas to the appropriate person in a timely manner.Demonstrates knowledge of and supports hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.ADDITIONAL JOB RESPONSIBILITIES
Performs other duties as assigned.Participates in Service Excellence and Quality Improvement activities as assigned.Must be able to work under required deadlines and scheduled while being flexible to special requests and projects. JOB SPECIFICATIONS
EDUCATION
High School graduate or GED required.Healthcare experience with knowledge of medical terminology preferred.Current certification in Basic Life Support (BLS) required.EXPERIENCE
Minimum of 3 years customer service experience. Displays professionalism to all internal and external customers. Customer satisfaction oriented. Excellent communication and grammar skills required. Ability to interact with the public in a calm and professional manner. Familiar with the functions and locations of various departments.ESSENTIAL PHYSICAL ABILITIES/MOTOR/TECHNICAL SKILLS
Able to travel independently within the hospital; access patients/families including in areas which are confined by space and/or equipment.Small motor skills required for operating modern computer, office, and telephone equipment as utilized by Memorial Healthcare (MHC).Must be able to travel.Must be able to sit and stand for long periods of time and be able to move to patient care areas when needed. Extensive time on the telephone required.Must be proficient in the organization’s incident reporting software and web-based platforms.ESSENTIAL MENTAL ABILITIES
Must be able to work effectively in situations of high stress and in a rapid-paced environment.Problem-solving: Patient concierges often deal with various issues and challenges. Being a good problem solver is essential to help patients find solutions to their concerns.Time management: Balancing the needs of multiple patients and tasks requires effective time management skills. Prioritizes and organizes responsibilities to provide timely support to all patients.Must be able to accurately assess the organization’s progress toward customer service goals. Must be self-motivated and able to work independently.Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.Demonstrated experience in critical thinking, problem resolution, active listening.Must be able to work in situations with high emotions and feelings among patient/families and caregivers. ESSENTIAL SENSORY REQUIREMENTS
Verbal and written communication skills to communicate effectively with diverse populations, including physicians, employees, patients, families and the community. Must be able to hear patient/family questions.Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.Able to see and hear for work-related purposes.INTERPERSONAL SKILLS
Excellent communication skills using plain language, avoiding jargon and ensuring that patients understand the information provided.Utilizes open and welcoming body language.Shows respect for patient’s privacy, dignity and cultural beliefs. Always uses appropriate titles and conveys courtesy and respect.Active listening skills by maintaining eye contact, nodding and asking clarifying questions to ensure patient issues are fully comprehended.Ability to effectively interact with patients, families, physicians, and staff.Excellent written and verbal communication skills, ability to de-escalate stressful interactions and provide a calming, helpful presence. Ability to cope with stressful situations or encounters; manage multiple and sometimes conflicting priorities and to work regularly with patients and families that have difficult medical/emotional/psychosocial problems. Demonstrates flexibility with work schedule to meet the needs of the patient/family. Cope with a changing environment and identify opportunities for improvement. Demonstrates skills in service recovery.Ability to maintain confidentiality. Ability to interact with co-workers, hospital staff, administration, patients, and physicians, public and all internal and external customers in a professional and effective, courteous and tactful manner at all times, physically, verbally and in all written and electronic communication. Required to remain calm when adversity is encountered.Open and honest communication skills.Ability to work as a team member in all activities.Positive, cooperative and motivated attitude.PI233218054
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