ED Navigator - FT/Days

Responsibilities

• Makes contact with patients, family members and visitors in the ED waiting areas, explaining policies and procedures as needed and directing patients to treatment areas when needed.
• Makes periodic rounds of waiting areas and exam rooms relaying information among patients, family members, and visitors in collaborating with the ED staff.
• Explains to patients, family members updated visitation policy.
• Responds to patient, family member and visitor requests or problems with direct action or referral to the appropriate department or person and includes patient experience when necessary.
• Works closely with the ED and registration staff to help maintain smooth patient flow and open communication among all concerned.
• Makes necessary calls to families and ministers, etc. for patient when requested.
• Conducts post discharge calls to high-risk patients and escalates concerns to prevent readmissions.
• Assists in comforting those families who have experienced the death of a family member and assists with other necessary arrangements and escalates to spiritual care and PACT when needed.
• Aids in diverting activities for children by providing coloring books and crayons, Teddy Bears and assisting parents as needed while maintaining a safe environment.
• Maintains knowledge of current ED services and hospital policies regarding patient registration, treatment, admission, discharge, visitation, information release, parking, etc.

Additional Responsibilities

• Unit Support Measures
• Affords assistance with transportation arrangements when necessary (taxi, bus, car rental).
• Affords assistance in obtaining wheelchairs and stretchers for ED.
• Communicates with EVS on needs of the lobby and department.

Education

• High School Graduate
• 2 years of experience interfacing with the public in a customer service role.

Skills

• Experience in Emergency Department setting strongly preferred.

Experience

• Minimum of 2 years of college or an equivalent combination of college level education and healthcare experience preferred.

Working Conditions

• Manual: significant manual skills/motor coord & finger dexterity
• Occupational: Some occupational risk
• Physical Effort: Medium to Heavy effort. May exert up to 35 lbs. force
• Physical Environment: Some exposure to dirt, odors, noise, human waste, etc.