Serves as a resource for patient and families, utilizing effective communication, courtesy, confidentiality and professionalism with each interaction. Problem solves with patients and families to help diffuse/resolve potential problem situations within the Emergency Department. This position will provide frontline customer service and risk management with patients and families resulting in resolution of complaints or escalation to appropriate personnel. Facilitates a positive Emergency Department and patient experience by serving as a patient liasion, discussing quality of care, and fostering communication between patient 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. Promotes a professional atmosphere in the Emergency department as well as focusing on excellence in patient care and customer service.
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 those patients waiting to be seen. Works to reduce percentage of “left without being seen” (LWBS) patients.
Advocates, initiates, recommends and implements programs and special projects, which improve and enhance patient/family services. Assists with administering customer service surveys as assigned by the manager/director.
Serves as 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 HIPPA guidelines.
Along with Pastoral Care, handles Trauma and Gold Alerts. Working to answer questions from patients and family members during emotional and tense situations.
Aids in placing patients from waiting room to ED.
What We Require
Education and Experience: Bachelor’s degree required or 4 years of relevant experience in lieu of a degree.
Other Minimum Qualifications: Excellent interpersonal and communication skills required.
About Carilion
This is Carilion Clinic ...
An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.
Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.
Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.
Requisition Number: 146741
Employment Status: Full time
Location: CRMH - Carilion Roanoke Memorial Hospital