PATIENT & FAMILY REPRESENTATIVE

Job Description Summary

Enhances the South Shore Hospital Emergency Department experience for patients, families and visitors by providing appropriate hospitality and superior customer service while working with the clinical and volunteer staff. Keeps patients and family members informed. Represents the hospital appropriately to all audiences in a way that reflects well on the hospital's reputation and image.

Job Description

ESSENTIAL FUNCTIONS

1 - Provide Customer Service that exemplifies our Culture of Service Excellence to all who enter the Emergency Department (ED).
 

   a - Act as the initial greeter for all patients/ families/ visitors entering Emergency Department. (ED).

   b - Greet all patients/ families/ visitors with a cheerful and attentive attitude.

   c - Make eye contact with all patients/ families/ visitors.

   d - Introduce yourself to all patients/ families/ visitors.

   e - Ask how you may assist all patients/ families/ visitors.

   f - Gives directions/map to any person coming into the ED looking for other areas of the organization.

2 - Assist in reuniting ED patients and their families/visitors

   a - Keep log of patient’s family spokesperson. Inform team leader/ charge nurse of arrival.

   b - When appropriate, escort visitors to clinical areas of ED

   c - Conduct rounds hourly to check on patients/visitors in waiting area / lobby and keep up to date.

   d - When directed, escort family members/visitors to the family room.

   e - Assist in aiding grieving families by alerting various support departments (social services, pastoral care, nutrition & food services, etc) and remaining with family/visitors until assistance arrives.

3 - Interact with all to ensure patient & family satisfaction is always first.

   a - Arranges transportation for and ED patients in need (hospital coach, taxi services, etc)

   b - Offer & provide wheelchairs

   c - Offer & provide blankets/ pillows

   d - Provide meal vouchers for family/visitors in need/waiting for extended periods of time/ for service recovery/when instructed by ED staff.

4 - Initiate Chain of Command when issues escalate

   a - Checks in with charge nurse and triage team leader at the beginning of each shift for any necessary information.

   b - Addresses potential problems before they escalate.

   c - Activates chain of command when appropriate on behalf of patients and visitors.

5 - Takes ownership of Emergency Department (ED) lobby

   a - Monitors and restocks reading material in all ED waiting areas.

   b - Distributes donated newspapers in Emergency Services waiting areas.

   c - Inventories and stocks hospital pamphlets, program brochures, etc.

   d - Monitors and restocks hospital campus maps.

   e - Maintains adequate wheelchair supply at Emergency Entrance

   f - Monitors bathrooms cleanliness/supplies

   g - Maintains adequate supplies (paper, pencils, tissues, etc) at all ED courtesy telephone(s).

6 - Interact w/ other disciplines including (but not limited to): Emergency Room Clinical Staff, Pt access, Concierge, Environmental Services, Advocacy, Security, Volunteer Services, Nutrition & Food Services, & Pastoral Care

   a - Check in with ED Leadership/Staff (charge nurse/team leader/ unit coordinator/etc.) at the beginning of each shift.

   b - Work closely with Environmental Services/Maintenance maintaining the cleanliness of waiting areas.

   c - Work with volunteers in the Emergency Services and serve as site supervisor

   d - Interface with Security regarding parking issues, safety, lost and found, after hours meals, wheelchairs

   e - Involve Security when a difficult/unruly person is in the lobby or as instructed by the family liaison.

   f - Interface with Valet regarding patrons needing help with their vehicles.

   g - Contact/Direct visitors to Concierge for local information i.e., hotels, bus schedules, church services etc. local area maps, etc.

   h - Contact Dining Room Management regarding vending machine reimbursement, refreshment orders, special circumstances (family room), etc.

   i - Contact Advocacy (Uses log on off shifts) to relay events/ recommend follow up/ etc.

7 - Fulfill all administrative tasks related to the PFR position

   a - Read e-mails daily for communication from leadership regarding position /organizational updates

   b - Attend a minimum of 2 staff meetings a year.

   c - Attend a minimum of 2 quarterly forums a year.

   d - Complete All yearly Mandatory Education

   e - Attend training offered at SSH to enhance skills.

   f - Share ideas / offer feedback to supervisor to improve the patient and family experience in the ED.

JOB REQUIREMENTS

Minimum Education - Preferred

Equivalent of four (4) years of high school preferred

Minimum Work Experience

Three (3) years relevant experience, preferably in hospital, hospitality or customer service industry.

Required additional Knowledge and Abilities

Excellent oral and written communication skills.

Highly developed social skills.

Ability to relate well to people of various backgrounds.

Ability to work with all levels of the organization.

Ability to stay calm and level-headed in difficult situations

Excellent judgement

Team player

Prior experience in health care related position helpful.

Commitment to promoting continuous quality improvement in the delivery of Service Excellence.

Customer service experience required.

Computer experience required