Hospital Navigator III - Emergency Services

In accordance with Navajo Nation and federal law, TCRHCC has implemented an Affirmative Action Plan pursuant to the Navajo Preference in Employment Act. Preference in hiring and employment is given to applicants who meet the necessary qualifications and are (1) enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe, (2) legally married to enrolled members of these tribes and meet residency requirements, or (3) enrolled members of other federally-recognized American Indian Tribes.

About the role

The primary purpose of this position is to greet, welcome, and assist patients, their families, and visitors entering the hospital, creating a positive first impression through professional and responsive customer service. The incumbent screens patients and visitors for risk of current infectious disease following a defined script, answers questions, provides information, and directs individuals to the appropriate hospital locations. This role requires 24-hour coverage, 7 days a week, with variable hours.

Responsibilities

• Cordially greet visitors and patients upon arrival, conveying an optimistic and positive image of the hospital.
• Screen all patients and visitors for risk of infectious disease according to defined criteria and direct them based on their responses.
• Ascertain patients’ and visitors’ needs and direct them accordingly.
• Provide assistance to patients and visitors by obtaining wheelchairs or other services as needed.
• Ensure facility’s standards for customer contact and telephone protocols are met.
• Monitor the overall appearance of the hospital entrances.
• Ensure all patients and visitors entering campus and its buildings have a valid reason to enter and are screened for infectious disease risk.
• Collaborate with security to maintain a clear and unobstructed front area of the building; alert security to potentially disruptive individuals.
• Respond promptly to safety concerns and emergency codes, calling codes independently and immediately when needed.
• Assist Community Connectors by distributing food, water, and other essentials to community members in isolation or quarantine.
• Assist the Contact Tracing team by performing contact tracing activities for patients testing positive for COVID-19 and conducting negative results calls.
• Monitor cameras in the waiting room and designated areas as needed.
• Ensure proper PPE is used at all times while on duty, including face masks, handwashing, hand sanitizer, and social distancing.
• Complete all donning and doffing tasks safely and discard used PPE appropriately.
• Complete provided training and ensure staff follow appropriate donning and doffing techniques with access to necessary PPE.
• Perform other duties as assigned and achieve competency in two additional duties as approved by senior leadership.

Requirements

• High School diploma or GED.
• Two (2) years of relevant work experience or an associate degree.
• Current Basic Life Support (BLS) certification by the American Heart Association (or obtained within six months of hire).
• Exceptional customer service skills and ability to follow written and oral instructions in English.
• Ability to adhere to infection prevention standards, even in high-stress situations.
• Willingness to wear personal protective equipment as instructed.
• Positive working relationships with others and possession of high ethical standards.
• Reliable and dependable with a record of satisfactory performance in prior and current employment.
• Ability to communicate courteously and effectively with patients, visitors, and staff.
• Successful completion of background checks, fingerprint clearance, physical examinations, and other screenings.
• Submission of all required employment-related documents free of false, misleading, or incomplete information.

Skills

Physical Demands

• Very active role requiring strength to lift or move patients/objects over 100 pounds.
• Stamina to stand, walk, bend, kneel, stoop, crawl, sit, talk, or hear for extended periods.
• Ability to use hands for finger, handle, feel, and reach with hands and arms.
• Vision requirements: close, distance, peripheral, depth perception, and ability to focus.
• Repetitive motion actions with bilateral feet and hands, including grasping and fine dexterity.
• Ability to hear alarms, client calls, instructions, and overhead pages.
• Ability to taste and/or smell.

Mental Demands

• Ability to effectively communicate and ascertain accurate information from patients.
• Manage high-stress situations, including urgent or emergent medical needs, while maintaining infection prevention standards.
• Work alone for prolonged periods and adapt to shift work.
• Cope with high levels of stress, make decisions under pressure, and handle altercations calmly.
• Concentrate, handle multiple priorities, and demonstrate patience in stressful situations.
• Accept a flexible schedule to meet unit needs.

Environmental Conditions

• Exposure to infectious diseases and extremes in temperature or humidity for a majority of the shift.
• Occasional exposure to dust, fumes, and gases.
• Moderate noise level in the work area.