Patient Experience Rep ED - FT - HPW

Work Shift:

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

• Rounds hourly on all patients and visitors in the Emergency Department looking to proactively manage expectations, communication needs, and satisfaction continually.
• Provides support and assists with day-to-day needs with Charge Nurse and ED physicians. Works alongside and communicates effectively with ED staff.
• Utilizes service recovery skills as appropriate in problem solving situations. Diffuses customer issues and concerns. Provides information and reassurance to all.
• Brings forth kindness, care, empathy, compassion, understanding, and patience to hospital's guest base. Functions effectively and interacts positively with patients, peers and staff at all times.
• Presents a positive, non-judgmental attitude and adheres to wearing appropriate attire.

MINIMUM REQUIREMENTS

• Education: High school diploma or GED. Completed college coursework or college degree preferred. Bilingualism preferred.
• Experience: Two years customer service experience, preferably in health care environment.
• Knowledge and Skills: Strong verbal and written communication skills. Excellent customer service skills. Must be patient centered and have ability to work well with others. Adapts to changing priorities and stressful situations involving trauma and dissatisfaction.
• Special Training: Basic computer and telephone skills. De-escalation and or conflict resolution skills required.
• Mental, Behavioral and Emotional Abilities: Possesses a calming persona, is adaptable, remains positive, and fosters a team playin environment. Possesses ability to multi-task.
• Usual Work Day: 8 Hours

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequent physical demands include: Standing
• Occasional physical demands include: Sitting , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Wrist position deviation , Pinching/fine motor activities , Keyboard use/repetitive motion
• Continuous physical demands include: Talk or Hea
• Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.
• Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Minimal Depth Perception, Accurate Hearing
• Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens , Chemical , Airborne Communicable Disease , Extreme Temperatures , Radiation , Uneven Surfaces or Elevations , Extreme Noise Levels , Dust/Particulate Matter

Offers are contingent upon successful completion of our onboarding process and pre-employment physical. Capital Health will require all applicants to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.

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