What are the responsibilities and job description for the Patient Ambassador position at GSPP Rehabilitation?
JOB SUMMARY
The Patient Ambassador is frequently the first impression in the Patient Experience; providing support to patients, families, visitors, and fellow team members. This position is committed to Service Excellence and to working with other departments to enhance the art of healing at Good Shepherd Penn Partners. Responsibilities include assessing, interacting, and taking action for patients, families, visitors, and fellow team members to promote a truly patient centric experience. The Patient Ambassador’s goal is to exceed every expectation for every patient/family/team member/visitor every time.
ESSENTIAL FUNCTIONS
PATIENT/CUSTOMER SERVICE
Accountabilities
Exceeds the customer service expectations of patients and guests.
Greet all patients, families, visitors and fellow team members.
Places patients’/guests’ needs first and analyzes situations from their point of view.
Demonstrates awareness while assessing and anticipating patients’/customers’ and fellow team members’ needs and acts accordingly.
Presents self professionally and demonstrates professional behavior during interactions with others.
Is professional in appearance, adheres to a dress code, and promotes the Quality Brand and Professionalism of GSPP.
Demonstrates understanding and ownership of how his/her role contributes to achieving the best patient experience possible.
Develops collaborative relationships with team members to promote the patient experience.
Demonstrates a personal commitment to ensuring a clean and safe environment. Picks up debris as necessary and notifies appropriate personnel for facilities related repairs and safety concerns.
Empowers fellow team members to resolve conflict at lowest level possible.
Collaborates with team members to create a work environment with a team approach and shares work schedules to prevent non-coverage of shifts for any period.
Promotes the availability of Patient Ambassador Services to all patients and guests any assistance needed.
Identifies program needs that would better serve patients and guests and maximize the patient experience.
Promotes and thanks patients for choosing GSPP for their health care.
Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
Uses resources wisely – as if they were one’s own.
Complies with HIPPA and all other patient confidentiality regulation/polices.
Seeks feedback on how to improve performance and results and offers constructive feedback, as well.
Applies learning for improved performance and results.
Appreciates the difference between effort and achievement and produces results that are important to the patient and the HUP mission, vision, and core values.
Grasps the inevitability and challenges of change and adapts tactics accordingly; utilizes learning opportunities to prepare for changing work and methods.
Demonstrates a willingness to carry out responsibilities and a positive approach to accomplishing work.
Demonstrates the ability to effectively transmit and interpret information with internal and external customers.
Demonstrates the ability to empathize with all types of individuals – including those who are ill, in pain, as well as physical or mentally challenged.
Displays an outgoing personality and positive enthusiasm.
Demonstrates good judgment, communication, and problem solving skills to accurately resolve or triage inquiries and requests while providing timely follow-up on progress.
Manage difficult customer service situations and implement service recovery techniques to ensure positive patient relations. Escalate awareness and interventions to appropriate supervisors as needed.
Ability to effectively work independently and within a team environment. Promotes an environment of teamwork and achievement of common goals.
Flexibility with changes to scheduled hours; may be required to work night and weekend shifts.
Transport patients using wheelchairs or provide standing support as needed.
Communicates verbally and non-verbally, in a professional & timely manner
Initiates communication in challenging situations
Selects the most appropriate person(s) with whom to communicate
Listens actively and attentively to understand what is being communicated by others
Demonstrates professionally & technically correct verbal communication
Evaluates effectiveness of own communication & modifies communication accordingly
Communicates pertinent information to the appropriate person in a timely manner
Modifies communication style to effectively handle challenging customer situations
Complies with Standards of Appearance policy
Completes HIPAA examinations with passing score and attends meetings regarding HIPAA policies
Understands and adheres to departmental policies and procedures
Demonstrates behaviors that contribute to a positive work environment
Treats others with positive regard, dignity, respect & compassion
Establishes rapport with patients
Accepts responsibility for own actions & takes corrective action when appropriate or advised by Supervisor
Demonstrates initiative
Adapts to change
Accepts constructive feedback with positive outcomes and follows direction from authority
Maintains a pleasant disposition at all times even in the most adverse circumstances.
Knows process of when and whom to notify (i.e., Supervisor/management) when an issue becomes too complicated to solve independently.
Body Language-Consistent and pleasant disposition, eye contact
Voice-Consistently demonstrates the ability to communicate clearly, pleasant voice tone, demonstrates understanding and calmness with all patients/customers
Communication-Ensures patient/customer understanding and anticipates needs, delivers appropriate information, addresses patient/customer with proper surname
Builds rapport and exhibits approachability by being easy to talk to, sensitive to patients’/customers’ anxieties and needs, and capable of putting others at ease
Uses AIDET model and ends every interaction with “Is there anything I can do for you?”
PATIENT/EMPLOYEE SAFETY
ACCOUNTABILITIES
Participates in Entity and Department wide initiatives for Patient /Employee safety
Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position
Validation of annual competencies required for the position
OPERATIONS
Accountabilities and Performance Measures
Scheduling Functions
Demonstrates working knowledge and accurate use of Penn Cart, SCM, SMS, HBOC, Navicare, and Canopy systems
Demonstrates ability to register patients for admission and to communicate with the HUP Admissions / Bed Management Center with accuracy.
Demonstrates ability to verify patients’ insurance coverage with accuracy
Patient Identification
Identifies the patient correctly using two identifiers: (Patient’s full name or name by which he/she is known in medical documents and patient’s date of birth.
Verifies correct DOB, address, telephone number, insurance information, and emergency contact information for every new patient
Check-in Process
Greets patient and visitors and welcomes them to GSPP.
Notifies physician and nurse of patient arrivals.
Reviews consent forms for patient signatures and applies patient ID band.
Reviews admission binder with patient and orients them to the facility.
Updates demographic information as needed in appropriate locations.
Copies insurance cards, front and back
Calls emergency contact person to notify them of the patient arrival to GSPP.
Ensures patient is assigned to correct bed location with active ERM account.
Daily Rounding
Completes daily Service Excellence rounding with patients at the bedside using AIDET model, addressing needs immediately, following up with the patient, family or visitor for resolution and ends each session by asking “is there anything else I can do for you?”.
Completes daily Service Excellence rounding in the hallways, lobbies, and other public locations available to patients and visitors, addressing needs immediately and following up with them for resolution.
Check-out Process
Confirms planned patient discharges each day and updates Navicare bed board.
Completes the discharge of patients in Navicare when the patients leave the facility.
For unscheduled transfers to ED or acute care, contacts the HUP Bed Management Center to coordinate appropriate discharge from ERM system and also coordinates the appropriate reinstatement of the ERM account if the patient returns to GSPP.
Initiates room turnover process when patients are discharged.
Management of Medical Records
Records are filed in a timely manner
Medical records request are processed according to department protocol.
Ensures unit work stations are prepped for daily activates. Ensures all charts are available.
Collaborates with clinical teams to ensure follow up appointments are scheduled appropriately
Management of Telephone and Call Bell Systems
Monitor, respond, and take action to patient and visitors needs using call bell and telephone systems
Delivers standard department greeting when answering the phone and call bell and telephone
Takes messages appropriately and checks voicemail
Ensures proper use of business phone
Closes phone calls with “is there anything else I can do for you?”
Attendance/Time Management
Rearranges daily schedule with ease to meet operational needs
Meets GSPP requirements regarding absences and lateness
Appropriate use of downtime
Follows time clock policy & procedure
Submits and takes accountability for appropriate and timely submission of Time Entry Adjustment documentation
Attendance and participation in all departmental meetings (all staff, unit, support staff, update, others)
Takes minutes and participates during meetings (offers solutions, provides feedback)
Health System ID is worn in accordance to GSPP policy
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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