Patient Experience Representative II - Christiana
About The Position
Are you passionate about serving our patients with Love and Excellence? If so, consider applying for this position at ChristianaCare. We are recruiting for a full time Patient Experience Representative II at our Newark Campus to improve the ICU experience for patients and families through communication of information and interdisciplinary collaboration. Principal duties and responsibilities: Orients family to the Christiana Care Campus. Reviews Trauma/Surgical ICU admission booklet, unit policies, and patient rights with family members. Effectively communicates with patients, families, visitors, employees, physicians, and general public utilizing courteous written and verbal communication skills. Interacts frequently with families and patients to offer assistance and support during their ICU stay. Keeps families informed when delays arise. Proactively supports departmental initiatives regarding patient satisfaction. Assists the physicians and staff in setting up family meetings on a regular basis. Responds to patient and family concerns/inquiries and relays to appropriate ICU staff. Serves as a liaison upon transfer out of the ICU. Explains and supports pertinent hospital policies and procedures. Supports the mission and values of the department and hospital. Supports patient rights and the organization's code of ethical behavior. Performs assigned work safely, adhering to established departmental safety rules and practices. Performs clerical functions that contribute to the efficient, safe operation of the unit. Practices professional telephone etiquette. Reports to supervisor, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients, and visitors. Maintains order and cleanliness of 2A waiting rooms. Notifies environmental services of cleaning needs in a timely manner. Consistently demonstrates Christiana Care values in execution of duties. Performs other related duties as assigned.
Requirements
- High School Graduate
- Two years customer service or related experience
- Experience using a computer
- Knowledge of CCHS policies, departmental policies, standards, and operation.
- Knowledge of clerical functions specific to the unit.
- Knowledge of patients' rights and responsibilities.
- Skill and sensitivity to the needs of the varying cultures of a diverse population.
- Skill in excellent verbal, non-verbal, and written communications.
- Ability to act independently within the established procedures and protocols.
- Ability to optimally and compassionately communicate with people under very stressful conditions using verbal and written communication skills.
- Ability to exercise judgment, tact, and diplomacy.
- Ability to maintain patient confidentiality.
- Ability to operate hospital computer system and other equipment in an accurate and safe manner.
- Ability to handle conflict resolution.
- Ability to speak, stand, walk, sit, bend, lift, push, pull, carry, reach, twist, handle, stoop, and climb
Responsibilities
- Orients family to the Christiana Care Campus.
- Reviews Trauma/Surgical ICU admission booklet, unit policies, and patient rights with family members.
- Effectively communicates with patients, families, visitors, employees, physicians, and general public utilizing courteous written and verbal communication skills.
- Interacts frequently with families and patients to offer assistance and support during their ICU stay.
- Keeps families informed when delays arise.
- Proactively supports departmental initiatives regarding patient satisfaction.
- Assists the physicians and staff in setting up family meetings on a regular basis.
- Responds to patient and family concerns/inquiries and relays to appropriate ICU staff.
- Serves as a liaison upon transfer out of the ICU.
- Explains and supports pertinent hospital policies and procedures.
- Supports the mission and values of the department and hospital.
- Supports patient rights and the organization's code of ethical behavior.
- Performs assigned work safely, adhering to established departmental safety rules and practices.
- Performs clerical functions that contribute to the efficient, safe operation of the unit.
- Practices professional telephone etiquette.
- Reports to supervisor, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients, and visitors.
- Maintains order and cleanliness of 2A waiting rooms.
- Notifies environmental services of cleaning needs in a timely manner.
- Consistently demonstrates Christiana Care values in execution of duties.
- Performs other related duties as assigned.
Benefits
- ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program.
- To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
