Under indirect supervision, monitors and assists with patient flow through department. Ensures recognition, respect for and adherence to patient rights. Establishes rapport between staff and public. Facilitates communication and visitation. Ensures patient stay as stress-free as possible. Addresses patient complaints to improve departmental quality of service. Oversees department volunteers. Supports compliance and Principles of Responsibility. Maintains confidentiality. Protects organizational assets. Exhibits ethics and integrity. Adheres to applicable federal and state laws and regulations, accreditation and licensing requirements, policies and procedures. Reports and/or resolves issues of non-compliance.
Essential Functions:
- Responds to crisis situations. Ensures proper support provided to patients, family members and staff involved
- Facilitates communication between patients, visitors and staff
- Assists staff in meeting non-medical patient needs to increase comfort and wellbeing in ER
- Compiles and reports quality of service results as part of Quality Assurance monitoring. Ensures complaints, identification of problem areas and resolution handled in timely manner
- Participates in training new hires. Trains and provides recognition of volunteers in department
- Participates in committees and quality improvement activities. Attends continuing education and in-service training programs
- Maintains accurate statistical data to evaluate and maintain effective department performance
- Fulfills accountability requirements of organization and department and all outside regulatory bodies
- Maintains confidentiality of all patient-related information
- Follows departmental guidelines to ensure proper coverage for department
- Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served
- Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service
- Adheres to and maintains current knowledge of Principles of Responsibility, applicable federal and state laws and regulations, accreditation and licensing requirements, policies and procedures. Reports and/or resolves issues of non-compliance
- On regular, sustained basis, cooperates with other staff members both within and outside department in accomplishment of own job duties as well as assisting others in accomplishing theirs. Serves as team player and role model for other employees in organization, always exhibiting traits of courtesy, caring, helpfulness and respect. Conducts self in service-oriented manner that is attentive, pleasant, cooperative, sensitive, respectful and kind when dealing with members, visitors, public and all employees
- Performs other duties and accepts responsibility as assigned
Qualifications:
Basic Qualifications:
- One year public contact or related experience
- Bachelor's degree in social services or related field
- Current BLS for Health care Provider CPR or CPR/AED for the Professional Rescuer certification
- Demonstrated knowledge of and skill in adaptability, change management, conflict resolution, decision making, customer service, interpersonal relations, oral communication, problem solving, quality management, teamwork, and written communication
- Talking to co-workers, customers, outside vendors, and on the telephone
- Reading, writing, speaking, understanding English
- Training/giving and receiving instructions
- Mathematical ability, attention to detail (e.g., organization, prioritization, proofing), concentration, and alertness
Preferred Qualifications:
- Certification for Domestic Violence
- RTS Bereavement Counselor Certification
- Rape Crisis Counselor Training
- CISD-Critical Incident Stress Debriefing Certification
- Health care experience
- Post high school coursework in medical terminology
- Demonstrated knowledge of and skill in word processing, spreadsheet, and database in pc applications
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.