Patient Representative - 11am-11pm Monday, Tuesday, Thursday

Carilion Medical Center•Roanoke, VA

1d•Onsite

About The Position

Patient Representative serves as a resource for patients and families, utilizing effective communication, courtesy, confidentiality, and professionalism with each interaction. This role problem-solves with patients and families to help diffuse/resolve potential problem situations within the Emergency Department. The position provides frontline customer service and risk management with patients and families, resulting in the resolution of complaints or escalation to appropriate personnel. It facilitates a positive Emergency Department and patient experience by serving as a patient liaison, discussing quality of care, and fostering communication between patients and medical personnel. The Patient Representative will work collaboratively with medical personnel to determine the optimum patient care plan and ensure the best possible outcome for patients and families. This role promotes a professional atmosphere in the Emergency Department, focusing on excellence in patient care and customer service.

Requirements

Bachelor's degree required or 4 years of relevant experience in lieu of a degree.
BLS Certification required.
Excellent interpersonal and communication skills required.

Responsibilities

Identifies, assesses, and responds to questions, concerns, and complaints.
Responds to patient/family crisis situations to provide emotional support and linkage to hospital and community resources.
Facilitates the resolution of problematic situations that arise among patients, families, and hospital personnel.
Monitors and aids patients waiting to be seen, working to reduce the percentage of left without being seen (LWBS) patients.
Advocates, initiates, recommends, and implements programs and special projects that improve and enhance patient/family services.
Assists with administering customer service surveys as assigned by the manager/director.
Serves as an ED resource regarding patient rights and responsibilities, hospital policies and procedures, and advance directives.
Serves as an ED resource regarding available community resources for ED staff and patients.
Works with insurance agencies to assist with patient transportation.
Enhances professional growth by participating in educational opportunities.
Assists in answering phones at nurses' stations, helping patients with phone calls.
Responds to inquiring phone calls appropriately, following HIPAA guidelines.
Along with Pastoral Care, handles Trauma and Gold Alerts.
Answers questions from patients and family members during emotional and tense situations.
Aids in placing patients from the waiting room to the ED.
Orients new employees and may provide guidance to volunteers, students, and support or contract staff.
Accesses, enters, and/or updates confidential information as a regular responsibility of the job.
Appropriately shares information in performance of job.
Makes decisions based on confidential information.
Appropriately shares information in performance of job with Director.
Performs many varied tasks with frequent changes in priorities in a given day.
Handles difficult situations, sometimes with combative and hostile individuals.
Extensive interaction with patients, families, and ED hospital staff, on behalf of patients and families.