Emergency Dept Concierge

Summary ED Concierge (EDC) serves as a highly visible member of the Emergency Department Patient Experience Team to cover the experience needs of patients, families, staff and physicians In the Emergency Department The EDC has a primary focus of guest relations both greeting patients upon entry of the facility and keeping them Informed about any wait times, assisting with patient flow and family reconciliation, as well as addressing patient and or family concerns. The EDC Is responsible to provide patient complaint follow up during their work hours as needed. The EDC interacts with visitors, patients' families, staff and physicians by ascertaining their needs and supporting /directing them accordingly. Essential Duties and Responsibilities These duties and responsibilities described below represent the general tasks performed on a daily basis; other tasks may be assigned. Responsible for assisting with patient concerns In the ED. The EDC listens, evaluates, and diffuses situations; Retains accurate Information when hearing a complaint and utilizes data entry (i.e. RL6 system) for documentation of events and resolution. EDC will demonstrate proficiency, confidence and sensitivity in handling of concerns. Will demonstrate good judgement In directing patient concerns to the appropriate department, if necessary. Will demonstrate the ability to determine when ED leadership Input Is necessary in decision making. Rounds on ED waiting room, ED patients, Admission holds In the ED and ED Observation patients at minimum twice per shift. Completes rounding forms daily and files with ED Leadership. Provides advocate support for issues within the ED to resolve real time resolutions for optimal patient outcome/satisfaction. . EDC will ensure accurate use of data entry (I.e. RL8 system) for documentation of service recovery or positive patient feedback. The EDC will assist with the ED waiting room by greeting patients and updating patients as needed. Assists with patient flow once duties of ED and ED observation rounding has been completed. experience performance Improvement Initiatives. Assists with educating and evaluating employees in techniques to provide quality customer service and service recovery. Demonstrates a commitment to flexible work scheduling when necessary to ensure excellent patient experience. Must maintain confidentiality within and outside the department at all times.. Ability to prioritize workload and ensure back-up coverage, if needed. Answers the EDC telephone In a courteous manner, screening calls tactfully and triaging messages according to the degree of urgency; Check EDC voice mail regularly and relay Information to ED leadership and RL6. EDC will provide support to families, physicians, and hospital staff; uses negotiation skills to reasonably respond to customer demands, Maintains courteous composure-and decisiveness in an effort to diffuse angry, aggressive patients, families, and visitors. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Education Minimum Required Education: Associate's Degree Minimum Required Experience: Customer service, public contact in a service organization, preferably health care Preferred Experience: 3 years work experience In a customer service capacity, education In Ethical Resolution, computer data entry under a Windows Operating System Certificates, Licenses, Registrations BLS required within 90 days of hiring - to be maintained through RQI quarterly. Associates or better in General Studies. Basic Life Saving Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.