Patient Family Liaison - McGivney Center

New Haven, CT
Apr 11, 2019

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Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

EEO/AA/Disability/Veteran

Summary:
Under the supervision of the Manager of Guest Services, Patient Experience Ambassadors are cross-trained to perform a variety of duties to ensure high quality guest service to patients, their families and visitors. This includes a role as a visitor receptionist at any of the main entrances, as well as serving as a wayfinding ambassadors providing walking and wheelchair escorts, companionship for waiting discharged patients and concierge services for guests/patients entering the hospital PX ambassadors provide oversight of first points of entry in to the hospital, at the main entrances. This includes oversight of all entry waiting areas to ensure a clean, safe and efficienty run environment, as well as providing training, support, recognition and supervision of Guest Liaison/Ambassador volunteers. PX ambassadors are trained to provide patient information (via computer), maintain the visitor pass policies and procedures, oversee the patient restriction policies, triage difficult situations requiring an escalation to Protective Services, Spiritual Care or Patient Relations. PX ambassadors "manage up" on all interactions with patients, families and visitors to ensure the most positive and highest level of patient experience.

Responsibilities:
  • 1. Performs a wide range of duties to ensure that support and information are available to patient families/visitors entering all main entrances of both campuses.
  • 1.1. Provides a warm and welcoming greeting to all people entering the hospital - at all main entrances. Determine needs of patients and families entering the hospital in order to meet customers needs.
  • 1.2. Provides visitors with appropriate patient information - within scope of practice and to ensure safe visitation policies. This includes careful oversight of patient visitation policies.
  • 1.3. Interprets the Hospital's philosophy on patients' rights and responsibilities to staff and visitor. Serves as exemplary role model at all times.
  • 1.4. Investigates patient family issues as appropriate, resolves inquiries and complaints with the involvement of staff members, acting as an intermediary to hospital staff on behalf of patients and their families.
  • 2. Oversees amenities program for patients and quests - including the use of the service recovery resources when necessary.
  • 2.1. Understands the philosophy of utilizing service recovery benefits for patients and families. Pays close attention to the need and tracts usage.
  • 2.2. Reports the trends of service recovery usage in order to identify need for systems issues that need to be corrected.
  • 2.3. Checks eGreetings on the computer and delivers them to patients daily.
  • 3. Provides escort/transport services for patients. This includes checking receiving location to determine accurate destination. Also provides complete hand-off when bringing patient to location.
  • 3.1. Must keep adequate supply of wheelchairs at each entrance. Periodically conducts searches of hospital areas and garages to retrieve wheelchairs.
  • 3.2. Must know all areas of the hospital's campus in order to effectively and expeditiously transport patients to desired locations.
  • 3.3. Needs to complete "safe use of wheelchair" and "body mechanics' training.
  • 4. Maintain adequate inventory of wheelchairs at hospital entrances. Also oversees cleanliness of work area and front entrances and reports broken equipment/furniture, cleaning needs.
  • 4.1. Monitors cleanliness and clutter at the entrances.
  • 5. Maintains and operates computer in a timely manner when following all visitation (including visitor restriction) policies and procedures.
  • 5.1. Must be aware of patient visitation policies including training in Restriction policies. Carefully follows all restriction policies and reports breaches in policies to nursing units, Protective Services and Guest Services Manager.
  • 5.2. Effectively handles difficult interactions as it relates to patients on Total Restriction. Knows how to direct visitors when the policy states "We do not have a patient in the hospital by that name". Trains nursing staff when appropriate in proper usage of visitor restriction policy.
  • 6. Promptly assesses and difffuses developing difficult situations and triages and/or manages up when necessary.
  • 6.1. Act as a service recovery SWAT team to intervene in bed crisis situations in the EDs and supporting bed surges as patients are discharged (managing this function at the exits).
  • 6.2. Works to diffuse difficult situations and maintain a calm environment. Follows up with next level of management depending on situation (Protective Services, Guest/Volunteer leadership, Nursing, etc.)
  • 6.3. Identifies patient, family and visitor perceptions of services and provides feedback to staff in order to effect changes to enhance service. Promotes the establishment and maintenance of meaningful relationships with hospital staff to enhance the delivery of exceptional patient experience.
  • 7. Provides training, recognition, supervision of all Patient and Family Liaison volunteers.
  • 7.1. Attends "How to Work with Volunteers" session with Guest Services Manager.
  • 7.2. Provides a warm and welcoming environment for all volunteers.
  • 7.3. Trains volunteers on all necessary components of position. This includes safe use of wheelchair, exceptional customer service scripting, how to handle difficult situations, etc.
  • 7.4. Demonstrates an appreciative attitude to volunteers at all times. This includes providing a thank you at the end of their shift.

    Other information:

    EDUCATION:

    High school graduate. Associates degree in customer services field preferred.

    EXPERIENCE:

    Two (2) to four (4) years experience in a healthcare and or customer service industry with demonstrated experience in problem solving and diffusing and handling sensitive issues with minimal supervision through to completion. Proven outstanding customer service skills and leadership skills. Experience working with volunteers a plus.

    SPECIAL_SKILLS:

    Must have exceptional communication skills, as well as demonstrated excellent customer service experience including the ability to resolve difficult/sensitive situations. Must be tactful in working with the ill, disabled and emotional upset people from varying backgrounds. Must be flexible and have knowledge of use of computer software - ideally the outlook and EPIC systems. Bi-lingual skills a plus.
    ACCOUNTABILITY:

    Must follow all hospital policies and procedures; have the ability to push/transport patients in wheelchairs in a safe and timely manner. Needs to work collaboratively with colleagues and volunteers in order to provide seamless service and service recovery when necessary. Must consistently uphold the YNHH SOPB .Responsible for keeping all amenity information updated and available for patients and visitors. PX Ambassadors must be flexible and cross-trained to work at the front information desks and/or be a member of the ambassador team that rounds, escorts, visits newly admitted patients, etc. This position calls for coverage on both campuses.
    COMPLEXITY:

    Must endeavor to resolve patient, family and guest concerns while acting as a representative of the hospital. Provides supervision for volunteers in area, and brings to attention of manger any issues which affect operation of area. Promotes meaningful relationships with Hospital staff to enhance the delivery of healthcare. Diffuses difficult situations that occur regularly around parking, visitation policies, pet visitation, security issues, transportation/taxi issues, Must use proper body mechanics when assisting patients and guests. Patient Experience Ambassadors must also be ready to assist during high level of activities at the front entrances. This includes winter storms, bed surge, safety and security issues. They must be prepared to provide a calm demeanor keeping patients and guest comfortable and informed during times of high stress.
    PHYSICAL_DEMAND:

    Proper use of wheelchairs while providing patient transportation is required.

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    Job Info

    Job: 4415

    Department: McGivney Support Staff
    Category: Non - Clinical Other
    Status: Per Diem
    Shift: AS NEEDED
    Hours: 0.00

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