ED Service Excellence Specialist

Brown University Health•Providence, RI

58d•$24 - $39•Onsite

About The Position

Under the supervision of the Anderson Adult Emergency Department Clinical Managerssistant Clinical Manager, the Service Excellence Specialist will play a critical role in supporting patients, families, and visitors awaiting care in the Emergency Department. Like a concierge, the service excellence specialist will perform a wide variety of duties that improve patient/family experience in the Emergency Department, providing information about ED operations, setting expectations about timely service, recording and triaging of patient complaints, and responding to both complaints and compliments with compassion and creative solutions. The Service Excellence Specialist acts as a liaison for patients, families, visitors and emergency department (ED) staff. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

Requirements

Bachelor's degree in health administration, social work, psychology, or related field is required.
Demonstrated interest or experience in patient/family and general customer service required.
Proficiency in all Microsoft Office software applications required.

Nice To Haves

Experience working with dissatisfied customers, in service recovery, in counseling, and in de-escalation training is preferred.

Responsibilities

Assists with initial contact and greeting of patients, family members and guests.
Responsible for a variety of duties including providing for general needs, comfort and consistent rounding on waiting patients, families and visitors.
Acts as a liaison for patients, families, visitors and staff with operations staff and clinical staff including updates relayed from the patient's physician or primary nurse.
Provides general information including information about patient location and disposition; updates and directs or escorts to other areas of the department or hospital.
May provide general assistance and emotional support to grieving or anxious families.
Contacts other family members, arranges transportation, provides companionship while waiting for family members to arrive.
Performs light stocking, maintains waiting room and family room in orderly manner.
Secures environmental services or security to maintain a clean environment and to keep order.
Provides patient and/or visitor assistance with assistive devices such as wheelchairs, maintaining adequate wheelchair supply in the emergency department entry.
Support and maintain Service Recovery efforts related to patient/family experience and complaint management.
Performs follow-up phone calls for discharged patients and documents comments regarding ED experience.
Secures and distributes brochures in family room to families regarding subjects such as general treatment procedures and selected health topics.
Participates in data reporting and analyses intended to understand and improve the quality of care and patient experience, and in quality improvement and patient safety projects.
Maintains patient confidentiality and observes service quality policies at all times.
Consistently applies and is a role model for Brown University Health's CARE shared values of Compassion, Accountability, Respect, and Excellence.
Is responsible for knowing and acting in accordance with the principles of the Brown University Health Corporate Compliance Program and Code of Conduct.
Provides support and leadership for Brown University Health's Quality Priorities service and treatment settings.
Operates standard office equipment, such as photocopier and computer terminal.