Job Category:

Work Shift/Schedule:

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

Functions as a highly visible and accessible patient and family advocate. Acts as a liaison between the parties and the organization. This position offers a specific channel for patients and families for information, general assistance, complaint resolution and referral to appropriate resources. This position will care for patients in the neonate, infant, child, adolescent, adult and geriatric age groups. This employee performs clinical duties in accordance wit the population specific guidelines and adheres to National Patient Safety Goals as outlined in policy and procedures.

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: High School Diploma or GED.

• Minimum Experience: At least one (1) year of experience In Healthcare setting or one year minimum customer service experience.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:

• Preferred Educational Requirements:

• Preferred Experience:

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Bilingual Skills are preferred

• Good interpersonal skills

• Good sense of organizational skills

• Good Customer Service Skills and application of those skills

• Able to multi-task
  

Essential Tasks and Responsibilities

• Acts as a liaison between patients/families and the organization. Facilitates communication between surgeon and family members. Provides emotional support to patients, families and visitors coping with emergency, surgical death, and of other medical situations. Informs patient and families of procedure process and keeps them updated if any delays occur. Communicates to family members of room numbers. Documents in computer system the time of arrival of patient for all of Surgical Services to view. Provides us a contact to patients in the waiting area, assesses and evaluates appropriate measures to assist patients' families/visitors with non- clinical needs. Investigates reason for delays and assists clinical staff in resolving the delays. Updates family members on an hourly basis of procedure progress and patient status. Answer phone calls and provide information to patients, family members and physicians. Provides direction and correctly answers questions from patients, families or visitors regarding hospital policy/procedures. Maintains paging system, using beepers to notify family members to present to the front desk for update on patient's condition. Contributes to maintaining a comfortable lobby for patients and their families by ensuring tidiness of the area and adequate seating.

• Contributes to the overall efficiency of the department. Assist patient in signing in and educates them of surgery flow process. Manages complaint resolutions as appropriate. Reports unresolved complaints to charge nurse/Director. Works with other members of NGHS Services staff to project a positive image of the department by supporting goals and objectives of the department and organization. Makes frequent rounds to the patient areas. Acts as facilitator in maintaining visitor control.

• Customer Services. Assist visitors in any way possible abiding by the policies of NGHS regarding release of information. Maintains a positive professional image as caring, courteous and attentive. Answers phones in a timely and courteous manner. Maintains confidentiality of patient. Maintains a cooperative work environment through the use of effective communication skills. Demonstrates excellent customer service skills in dealing with community, staff and volunteers at all times. Demonstrates sensitivity to specific needs of patients and visitors (including end of life, spiritual, emotional mental, psychosocial, and cultural differences). Contributes to patient safety by providing a safe patient environment (i.e. call light within reach, side rails up, etc.). Follows Environment of Care plans and policies, including but not limited to: Infection Control, Employee Health and Environment of Care.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Frequently 31-65% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Frequently 31-65%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.