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Job Details

Patient Family Liaison - Per Diem

Location
New Haven, CT, United States

Posted on
Mar 15, 2021

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Overview
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.

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.

EEO/AA/Disability/Veteran 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.
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.
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.
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.
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).
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.
Qualifications
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.
PHYSICAL DEMAND
Proper use of wheelchairs while providing patient transportation is required.
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