General Summary

The Patient Experience Evening Specialist (3PM-11PM) provides support and assistance to patients and their families throughout their experience in the Emergency Department. Establishes relationships with patients, families and/or visitors in order to facilitate communications with the care team and ensures the highest level of service throughout their experience within our organization.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Establishes a relationship with each patient and care partner upon arrival or as soon as possible. Introduction of Patient Experience Specialist role and orientation to room, unit, and/or department
2. Orient the patient and family to their roles, responsibilities and benefits of being an active part of the care team.
3. Meets patient/family experience touchpoints to enhance the patient/family experience such as transfers, surgical preparation, discharge planning etc.
4. Warmly greets all families and visitors to the unit or department. Orients each family to the processes associated with the unit or department including communication with the clinical staff, and visitation guidelines and wayfinding.
5. Develops strong relationships with patients, families, physicians and team members to ensure a professional and consistent experience in the unit or department. Anticipates needs of families in waiting rooms and the patient rooms. Ensures excellent customer service while interacting with and serving a culturally diverse population.
   1. Team member exhibits a positive attitude at all times, exhibits enthusiasm while performing duties and acts as role model in demonstrating excellent customer service behaviors.
   2. Team member exhibits emotional maturity by controlling emotions during frustrating or anger provoking situations with others and remaining calm during crisis or emotionally charged situations.
6. Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment. Possesses a positive attitude, professional appearance, genuine and confident demeanor.
7. Collaborates with nursing, answers call bells, assists with care rounds and appropriately communicates the needs of the patient and family with nursing team. Can independently offer comfort items such as blankets, linens, and other amenities.
8. Collaborates with Patient Experience Department and Nursing Department to establish and maintain best practice initiatives.
9. Coordinates communications for families in delicate and stressful situations. Manages requests from patients, families, visitors, physicians, and other team members while maintaining departmental and hospital policies. Displays sensitivity to patient and family concerns, in a non-judgmental way.
10. Works cooperatively to resolve issues and concerns that arise using service recovery strategies. Possesses integrity and accountability in actions consistent with our values and must have behaviors. Ability to make appropriate judgments to resolve issues proactively.
11. Maintains collaborative working relationship with other departments, referring issues when appropriate, i.e. Pastoral Care, Social Work, Interpreters, Food and Nutrition, Security, Volunteers, and Nursing.
12. Participates in meetings with other Patient Experience Specialist and supports the growth and development of the role.
13. Maintains supply inventory, if applicable, sufficient to meet the needs of the waiting areas.
14. Assures amenities are available to patient families and assists in maintaining a tidy waiting area.
15. Identifies patient, family and/or visitor perception of services and provides feedback to team in order to effect changes to enhance service. Promotes the establishment and maintenance of meaningful relationships with team members to enhance the delivery of health care.
16. Complies with applicable regulations such as HIPAA, corporate compliance and safety. Maintains strict confidentiality of patient matters.
17. Contacts Patient Experience Director, Guest Services, Safety, Security, Environmental Services, and Facilities Management, Interpreter Services for assistance when necessary.
18. Reports safety concerns immediately and utilizes UMMSafe.
19. Performs related duties as required. Assists with training new team members.