Patient Guide - Nights Emergency Department

Patient Guide Position

Oversees and coordinates the patient experience at the Methodist department to which he or she is assigned. Provides support for patients and their families to obtain seamless service through effective communication. Functions strictly as a guide and does not participate in hands-on patient care. Acts as a departmental representative with staff to communicate the Methodist experience culture within the department.

• Coordinates multiple tasks, working one on one with people utilizing extraordinary communication and nurturing skills.
• Communicates effectively and ensures a positive patient experience.

Qualifications

• Education: Bachelor’s degree in a health care related field or an additional four years of customer service experience in addition to the minimum experience required below in lieu of degree.
• Experience: None

Skills and Abilities

• Motivated and able to act independently with minimal supervision.
• Bilingual skills preferred.
• Excellent verbal and written English communication skills.
• Good listening skills.
• Efficient at organizing work load and using time.
• Some knowledge of regulatory guidelines in relation to patient rights and DNV standards.
• Basic data entry skills.
• Proficient in basic Excel spreadsheet applications.
• Basic proficiency in MS Outlook; MS Access skills preferred.
• Professional interaction with all levels of personnel, patients, families, visitors and physicians.
• Relates in a professional manner to represent both the patient’s and the hospital’s perspective on issues addressed.
• Knowledge of basic medical terminology and hospital operations preferred.
• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations.
• Effective communication with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles.

Essential Functions

• Documents and addresses patients and families personalized needs and prepares daily items and activities to create a sense of personalized patient care.
• Facilitates smooth relationships between department and supporting areas including but not limited to financial counseling, social work, volunteers and patient transportation.
• Anticipates and assesses patient and family needs and addresses issues in a proactive manner.
• Facilitates a culture of values, personalized service and safety throughout the department and the system.
• Interacts with patients/families upon request to identify concerns and serves as a connector to Patient Liaison when issues are identified.
• Follows up with patients/families as necessary to insure communication is complete.
• Communicates hospital policy and departmental guidelines to patients and their families if applicable.
• Identify cost savings or revenue opportunities.
• Participates in departmental projects and process improvement initiatives.
• Generates and communicates ideas and suggestions that improve quality and safety.