Patient Service Champion, Day Surgery

UT Southwestern Medical Center • Dallas, TX

17h • Onsite

About The Position

As a Patient Services Champion, this position promotes UT Southwestern Medical Center as the preferred destination for excellent patient care, outcomes, safety and service.

Requirements

• High School Diploma or equivalent.
• BASIC LIFE SUPPORT course accredited by the American Heart Association (AHA) or American Red Cross (ARC)
• Must achieve validation of required core competencies and training within 6 months of employment. within 180 Days

Responsibilities

• Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers; meeting and exceeding those needs. Serves as a liaison between patients, their families, friends and our medical staff. Performs other duties as required to provide fast and friendly genuine hospitality. Gives personal attention, takes personal responsibility and uses teamwork when providing services.
• Responds to patients inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members.
• Demonstrates attention to detail, maintains confidentiality, demonstrates accuracy and thoroughness, follows policies and procedures, follows instructions, responds to leadership direction and arrives to work, meetings and appointments on time.
• Provides assistance with electronic and in person patient check in located at Surgical Check In desk.
• Communicates changes effectively, prepares and supports those affected by change, monitors transition and evaluates results and applies feedback to improve performance. Listens, apologizes, finds a solution and follows through when resolving guest problems. Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Meets with each patient and family to introduce self and patient champion role. Provides business card with phone number to families for communication purposes. Meets with each patient before and after their surgical procedure.
• Communicates information between patients' families and the entire surgical services team.
• Tracks daily operating room schedule times and provides non-medical updates to families and guests. Updates families at least every two hours.
• Escorts families to PACU, nursing units and cafeteria. As needed, escorts are provided to other locations in the hospital.
• Offers nourishments to families and guests in the waiting room at least three times per day. Offers nourishments to post-operative patients in the Day Surgery Unit after their surgery.
• Provides emotional support to family members during stressful situations.
• Shares and escalates any patient or family complaints to management.
• Assists with updating patient preference care cards. If possible, fulfills patient requests.
• Monitors and purchases supplies for waiting room entertainment and nourishment cart.
• Prepares the waiting room for family entertainment. (i.e. books, games, magazines)
• Tracks quality data and works with the team to identify opportunities for improvement.
• If applicable, ensures patient families are informed when physicians request a meeting in the consultation room.
• Utilize downtime to assist others and/or to provide additional supportive measures to patients and/or patients' families within the respective patient care environment and waiting areas. Completes other duties as assigned.
• Performs other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED