Patient Experience Concierge Mercy Health St. Elizabeth BoardmanRequisition R096920 Market Youngstown, Ohio Department Emergency Department - St. Elizabeth Boardman Shift Days/Afternoons Schedule Full-time
Thank you for considering a career at Mercy Health
The mission of Mercy Health is to extend the healing ministry of Jesus by improving the health of our communities with emphasis on people who are poor and under-served.
SUMMARY OF JOB RESPONSIBILITIES:
The Patient Experience Concierge serves as a liaison between patient, family, hospital staff, and physicians to ensure a favorable patient experience in the areas of patient and family comfort, information-sharing from hospital and clinical staff, hospital staff responsiveness to patient or family inquiries or concerns, and assisting clinical staff in ensuring patient and family understanding of their role and responsibilities to support timely patient discharge.
- Assists patients and their family members in interpreting, understanding and following hospital policies, procedures and services, and in obtaining information and solutions to problems and concerns.
- Assists families in understanding and implementing family arrangements that balance patient-centered flexible visitation with the patient’s need for rest and recuperation.
- Provides hospitality assistance to patients and their family members in patient rooms and in family waiting areas.
- Assists staff in gaining awareness of patients’ perceptions of the hospital experience. Implements the Language of Caring Program at the unit level and brings it to life for each patient and family member.
- Monitors patient concerns on the unit assuring immediate resolution or follow-through.
- Demonstrates closure of patient or family member concerns.
- Serves as a change agent between patients and staff by working with staff to develop and implement plan of action to improve hospital systems.
- Assists staff through the culture change process and promotes and upholds Patient Rights.
- Responsible for coordinating communications, performing unit greeter activities, greeting patients, family members and physicians to the unit.
- Responsible for facilitating the flow of information between nursing and medical staff, patient and family, and healthcare team and support services.
- Works closely with clinical leadership to ensure a positive patient experience related to the flow of information to patients and family members.
- Participates in assigned unit team meetings related to patient experience, patient satisfaction or other meetings as determined by the Unit Manager, in consultation with the Patient Advocate.
- Assesses at an intermediate level for customer service and communications skills.
- Ability to demonstrate sincere compassion, empathy, and understanding of the patient’s or family member’s experience and concerns.
- Medical terminology course or completion within one year.
- Computer literacy (charts, emails, and other documents needed in work).
- Completion of two years of college: Associate Degree preferred, focus or Major in Hospitality Management, Marketing or Communication desired.
- Leadership Development module or completion within one year.
- Minimum of 2 years hospital experience.
- Minimum of 2 years successful work experience in face-to-face customer service role.
KNOWLEDGE AND SKILLS:
- Must possess strong communications and customer service skills and the ability to defuse situations and generate positive patient and family member response.
- Must possess healthcare knowledge to communicate with medical professionals.
- Proficient with basic computer skills including word and excel. .
PROBLEM SOLVING/DECISION MAKING:
The degree to which judgment and analysis must be exercised in planning, investigating issues, and evaluating alternative solutions to the challenges posed by the job. Deals with the nature of the decisions, the variety of problems, and how decisions are made in context of the typical requirements of the job.
- Makes decisions based on policy, general principles, consultation with administration and other team members.
- Requires judgment in selection of alternative course of action.
SCOPE OF IMPACT/ACCOUNTABILITY:
Knowledge of and ability to recognize standards, statutes and regulatory requirements that impact patients’ concerns and resolution.
- Provides information regularly to the decision making process.
- Directly impacts patient satisfaction with the hospital experience.
- Impacts activities in other work areas.
The nature and frequency of interpersonal human relations skills required by the job. The extent to which the job requires cooperation and tact in meeting or influencing others by phone, correspondence, or personal contact.
- Possesses sound verbal and written communication skills and tactfully addresses issues at hand clearly, concisely and accurately.
- Requires highly developed listening, persuasion and negotiation skills.
PRINCIPAL JOB ACCOUNTABILITIES:
Serves as a liaison between patient and hospital staff. Conducts patient and departmental rounding to enhance the patient/family experience and interprets Mercy Health policies and procedures to patients and staff as appropriate.
Intervenes to reverse patient/family-member negative perception of unit experience. Utilizes and coaches employees the HEART service recovery approach.
Interprets and analyzes the nature of compliments and complaints and shares with the manager.
Collects and analyzes data to identify patterns or recurring problems and makes recommendations for changes to Mercy Health policies and procedures.
Participates on various Mercy Health projects and committees in order to improve or enhance patient care delivery systems, to include the Language of Caring initiative.
Promotes the importance of employee contribution to an effective customer service program.
Educates staff and patients on Patient Rights and Responsibilities and promotes an environment that supports and adheres to patient rights.
Attends departmental meetings as appropriate.
Performs related tasks and assumes responsibilities as may be assigned by immediate supervisor.
Respects patient confidentiality.
Provides friendly assistance to patient’s family and visitors … whatever that assistance may call for.
Answers phones and patient call lights courteously, and quickly addresses the caller’s needs by immediately responding in the patient’s room and addressing whatever is possible to address. Within minutes, tracks and follows up with patient to assure concern has been addressed.
Observes universal precautions and isolation procedures. Maintains aseptic technique.
Transports ambulatory/wheelchair patients as directed by the RN.
Keeps work area neat and clean.
Observes and initiates maintenance requisition to repair equipment, furniture, and building fixtures.
Performs other duties as assigned.
Utilizes Mercy Health Intranet reference materials and policy/procedure manuals to facilitate job.
Holds self, employees and co-workers accountable for keeping patient safety the first priority in performing the essential duties of their jobs.
Utilizes the EMR to communicate patient needs.
Maintains a professional appearance and manner at all times.
CONTINUING EDUCATION REQUIREMENTS:
- Must complete 12 hours of continuing education in customer service.
The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
Non-Patient Care Staff (0-20 lbs.) – Physical Demands
Occasional – 1 to 33% of workday
Frequent – 34 – 66% of workday
Constant – 67 – 100% of workday
Not at all – 0% of workday
Sitting, Unilateral Vertical Reach 36-72”, lift 0-20#, 6-36” from floor; lift 0-20#, 36-48” from floor; climbing stairs; operating machines (2 hand(s)).
Unilateral Horizontal Reach 0-18”; push/pull 100’, 19ft.lbs.
Standing, walking: 2.3 mph, 0 incline; bilateral fine motor manipulation; functional near, far, color vision aided or unaided; functional hearing aid or unaided; functional verbal communication skills; working overtime as assigned to meet operational/patient care demands.
Not at All
Hold 200# patient sidelying while doing procedure x 2 min; roll 200# patient away/toward self; transfer 105# person chair-chair 5x/hr. with gait belt; bed-cart transfer with 200# person and assist of one with sheet; lift 0- ___# 6-36” from floor; lift 0- ___# 6-72” from floor; climbing ladders, working from heights, crawling, kneeling, running, operating machines: (2 foot/feet).
Category II Job Classification – Mercy Health employees who have jobs with tasks that rarely involve exposure to blood, body fluids, or tissues and have no contact with used sharps.
Mercy Health is an equal opportunity employer.
We’ll also reward your hard work with:
- Comprehensive, affordable medical, dental and vision plans
- Prescription drug coverage
- Flexible spending accounts
- Life insurance w/AD&D
- An employer-matched 403(b) for those who qualify.
- Paid time off
- Educational Assistance
- And much more
Scheduled Weekly Hours:36
Department:Emergency Department - St. Elizabeth Boardman
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email email@example.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at firstname.lastname@example.org
I wanted to get into a career where I’m happy to go to work.Luis F. Registered Nurse