Patient Family Representative

If you are an existing employee of South Shore Health then please apply through the internal career site.

Requisition Number:

R-15911

Facility:

LOC0001 - 55 Fogg Road55 Fogg Road
Weymouth, MA 02190

Department Name:

SHS Patient Access

Status:

Part time

Budgeted Hours:

20

Shift:

Day (United States of America)

Enhances the South Shore Health experience by professionally interacting with all patients, visitors, colleagues and vendors who enter the emergency room lobby and by providing appropriate screening, information, direction, and hospitality. Provides the best hospital first impression to all audiences in a way that builds trust in the care and services we provide.

ESSENTIAL FUNCTIONS

1.Acts as the initial greeter for all patients/visitors/vendors/colleagues entering the hospital lobby

Acts as key person responsible for greeting/giving directions to any person coming into the lobby area in a customer friendly manner. Presents a professional appearance greeting all patients, visitors, colleagues & vendors with a positive and courteous attitude. Assists with patient and family/visitor inquiries and requests by actively listening and clearly responding. Makes eye contact when addressing person in front of you. Watch for clues that people need assistance and ask, "May I help you?"

2.Coordinate visits between patients and family in Emergency Room

Call Unit Coordinator to get permission for

3.Ensures all who enter the hospital through the Emergency Room Lobby adhere to our entrance screening process indicated by hospital procedure

Communicate and enforce entrance policies which may include universal masking and hand sanitation. Ask questions regarding virus symptoms/exposure when required. Keep up-to-date on regularly adjusting entrance screening process/guidelines.

4.Ensures visitors who enter the hospital through the Emergency Room Lobby adhere to our patient visitation process indicated by hospital procedure

Communicate and enforce designated visiting hours and current guidelines. Call to patient floor/department with questions regarding visitation. Maintain list of visitor exceptions keep up to date on regularly adjusting visitation guidelines.

5.Assists to meet basic needs of all patients/visitors including but not limited to

Ensure patients are sent to correct departments, registration, etc. Monitors/answers Patient Information phone extension while protecting patient confidentiality in accordance with HIPAA policies and guidelines. Involve Security & Public Safety when needed (Disruptive patient/visitor, vehicle issue, etc.) Works with and mentors volunteer escorts and provides needed service when volunteers are not available (wheelchairs, escort, patient deliveries, etc.) Provide local information, i.e., hotels, bus schedules, church services, local maps. Utilizes service recovery concepts and procedures when appropriate.

6.Monitor lobby/waiting areas appearance

Works closely with Environmental Services/Engineering to maintain lobby & waiting areas in accordance with all infection control standards. Monitors local-area bathrooms and calls Environmental Services as necessary. Monitor lobby supplies (masks, hand sanitizer, gloves, etc.) and alert leadership when inventory is low.

7.Other duties as required

Performs work of equal skill and responsibility as directed. May be asked to perform work of higher-level in preparation for increased responsibility. May be requested to perform work of lesser responsibility when the workload of the department requires. Responsible for attendance and punctuality, including the use of time keeping software before beginning work and at the end of shift. Participate in working Holiday rotations.

JOB REQUIREMENTS

Minimum Education

Equivalent of four (4) years of high school preferred.

Minimum Work Experience

Minimum of two (2) years relevant experience, preferably in hospital, healthcare or hospitality industry.

Required Additional Knowledge and Abilities

• Customer service experience required.

• Able to effectively communicate with a diverse population in a polite, professional welcoming manner.

• Shows respect for all who enter regardless of age, race, color, nationality, sexual orientation, gender identity and/or expression.

• Excellent judgment and the ability to stay calm and level-headed in difficult situations.

• Able to problem solve and escalate matters to departmental leadership as appropriate.

• Basic Phone and computer skills required:

• Access patient information through Epic (or ability to learn).

• Basic use of Microsoft applications (Word, Excel, etc.).

• Present a professional appearance for work-setting.

• Takes ownership for a clean, safe work environment.

This is a part time day position located in the Emergency department. Hours vary and include e/o weekend as well as a Holiday Rotation.

Responsibilities if Required:

Education if Required:

License/Registration/Certification Requirements: