Patient Experience Concierge (Bilingual-Spanish)

Location: Harbor Hospital

Department: Emergency Department

Status: Full-time, 40-hours per week

Schedule: Monday-Friday, 3:00pm-11:00pm (evening shift)

General Summary of Position
Works with care team patients and families to ensure patient personal needs are being met. Provide support to patients and families as well as care team members ensuring patients and families are informed involved and positively impact the overall patient experience. Facilitate communication as appropriate and provide a pro-active approach to patient and family concerns as appropriate. This individual has demonstrated customer service skills and knowledge has excellent communication skills and is able to work in a collaborative manner with ancillary team members clinicians and leaders.

Primary Duties and Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards. Complies with governmental and accreditation regulations.
• Daily rounding on unit and patients to receive feedback on any needs specific to admission assistance bedside assistance customer service and discharge assistance for a high-quality overall patient experience.
• Communicates immediate concerns to care team for resolution.
• Assists with patient feedback audits.
• Tracks and monitors trends in patient need's for performance improvement and action planning.
• Collaborates with Patient Advocacy to ensure a positive experience during the patient stay.
• Participates in meetings and on committees and represents the department and hospital in community outreach efforts.
• Participates in multi-disciplinary quality and service improvement teams.
• Performs other duties as assigned.

Minimal Qualifications
Education

• High School Diploma or GED required

Experience

• 3-4 years related customer experience required
• One year of relevant professional-level work experience may be substituted for one year of required education.

Knowledge Skills and Abilities

• Verbal and written communication skills.
• Computer skills preferred.