Patient/Family Representative, Emergency Department

Stanford Health Care•Palo Alto, CA

2d•$38 - $43•Onsite

About The Position

ED Patient/Family Representatives are responsible for providing exceptional customer service to patients and their families while on-site and over the phone with the Stanford Health Care Emergency Department staff. They greet patients and family members and assist with answering all questions, provide introduction to the MyHealth app., room patients within the ED, explaining the next steps. They will partner with Guest Services team to ensure we are providing the best experience for our patients and family. ED Patient/Family Representatives will be the champion of CICARE and will train all new staff on providing excellent customer service to increase LTR (Likely to recommend) scores. Provide ongoing customer service training for all staff, utilizing the CICARE tools, words that work, and how to deescalate situations for best outcomes. The ED Patient/ Family Representatives also works closely with the Lobby Lead and Program Coordinator to assist and direct the rooming of patients.

Requirements

High school diploma or GED equivalent
1+ years’ experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.) or 2+ years’ experience working in customer service within a non-healthcare industry (hospitality, public relations, banking, concierge services, restaurant, etc.)
Basic PC Skills (Windows, Excel, and Word)
Good communication, customer service and interpersonal skills
Ability to proactively recognize patients and family members needs and intervene.
Working knowledge of one or more of the following: - health care systems - conflict resolution - understand how to link patients to diagnostic and follow up test / treatment
Strong communication, customer service, interpersonal skills
PC skills (Windows, Excel, and Word)
Strong medical terminology knowledge
Greeting ED patients and family members, calmly and with a smile
Assist with infectious screening when necessary
Ability to set and maintain limits with patients or family members who are escalating
Ability to be on your feet for 12 hours a day
Ability to be proactive and show initiative
Ability to educate all staff on proper CICARE and provide direct feedback
Ability to adjust communications to fit the needs and level of understanding of the receiver
Ability to demonstrate customer service skills in interactions with all patients, families, and staff, including high volume and stressful situations
Ability to maintain confidentiality of sensitive information
Ability to remain calm under pressure and apply sound judgment
Ability to solve problems and identify solutions
Ability to speak and write effectively at a level appropriate for the job
Knowledge of computer systems and software used in functional area
Knowledge of the location of services provided by the hospitals and clinics (or ability to quickly become familiar) to be able to assist guests with directions and/or transport, the local geography
Ability to multitask and think ahead

Responsibilities

Acts as non-clinical liaison/concierge to meet patients needs as they enter the ED Lobby and while receiving care within the ED.
Approaches and greets patients, their families, and visitors entering the ED; provides clear and concise verbal and written instructions as needed and assist with obtaining an interpreter when needed.
Assists and directs the rooming of patients and their family members based on the bed assignments provided by the Lobby Lead RN.
Responds to any patient or family member complaints and escalated to the ED Manager on-site or on-call as appropriate.
Provides hospital wide directions as needed.
Maintains sensitivity and confidentiality in all aspects of guest interaction.
Assists ED Medical Personal in calling codes and responds immediately and appropriately to injured persons following the director of ED Medical Personal.
Provides updates to patients and family members on wait times and next steps
Provides information on the MyHealth app for patients and their family members and encourages usage.
Performs other related and incidental duties as needed or assigned.
Round within the department to interact with roomed patients.
Be the champion of CICARE and provide ongoing customer service training for all staff.
Will onboard new staff to set expectations of our CICARE and customer service standards.