Patient Advocate, part time
The patient advocate is responsible for greeting the general public in the waiting room and serve as a communication link between staff, patients and their families. They assist the practice team by proactively eliciting concerns, requests and works with the rest of the staff to meet patient needs.
1) Demonstrates knowledge of developmental stages for the following age groups and applies developmental theories and concepts when planning and implementing care for patients.
2) Greets all patients and visitors who arrive and depart from the Emergency Department, identifies any potential needs that he/she can effectively meet and communicate hospital policy/procedures when applicable. Directs patients/visitors to the appropriate area, i.e. Triage, Registration, Lab, Pods, and/or appropriate grant programs.
3) Responsibilities for maintaining a supportive environment in the waiting room. Makes waiting room rounds at least every hour. Anticipates the need of families/significant others of patients who have been immediately been brought into the department and attempts to provide them with information as soon as possible. Notifies the Triage Nurse or Charge Nurse of possible emerging problems
4) Frequently available to patients/visitors in the waiting room to answer any questions they may have or provide them with informational updates. Prioritizes patients/visitors requests and effectively communicates follow up to the requester.
5) Makes consistent rounds of patients in the treatment area determining the specific patient needs and implements follow up actions as appropriate per departmental guidelines.
6) Contributes to the achievement of excellent patient care within the Practice. Fosters an environment that reflects team work by offering help to those who are in need of assistance and demonstrates respectful communication with all co-workers.
7) Successfully deals with challenging day to day interactions with patients, families, visitors, and customers in a consistent manner
8) Arranges transportation -Functions as liaison between patients/families in relation to arranging for transportation upon discharge. Arranges for escort service with security when visitors are requesting to obtain services from other areas of the hospital
Required Work Experience:
1) Successful work within a customer service environment
Preferred Work Experience:
1) None Listed
Skills and Competencies:
1) Effective Communications and organizational skills, Ability to work cooperatively as a team player, Some computer system/application skills, General Service Excellence Principles, Demonstrates strong problem solving skills
GED or HiSET (Required)
Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
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