• Patient Ambassador

    Job Locations US-FL-Port Orange
    Department
    Nursing Administration
    Position Status
    Full-Time
    Shift
    Evenings/2nd
    Shift Notes
    3p - 11:30p
    Requisition Number
    2019-6575
  • Overview

    Halifax Health is seeking a Patient Advocate for our HHPO Nursing Unit.

    Summary

    The Patient Advocate works directly with various members of the patient's healthcare team to solve problems, address concerns, and escalate needs that patients/families may have. The Patient Advocate does so while facilitating a positive patient experience during the course of their treatment at Halifax Health. The Patient Advocate acts as a liaison between hospital departments and the patient/family to bring about the most effective and positive hospital experience. In addition, the Patient Advocate educates staff of patient experience initiates and exemplifies the Service Expectations at Halifax Health.

    Job Qualifications

    • High School diploma or GED equivalent required
    • Current certification in Basic Life Support (BLS) or will become certified immediately upon hire
    • Prior experience in customer service, hospitality, public relations/marketing or related field preferred
    • Exemplifies Halifax Health's Service Expectations
    • Able to work and communicate well with multidisciplinary team
    • Self-directed with effective decision making/problem solving skills
    • Effective organizational/time management skills
    • Exceptional interpersonal and communication skills (both written and verbal)
    • Demonstrates a high degree of empathy and compassion

    Job Duties and Responsibilities

    • Consistently display an engaged and positive attitude
    • Be highly visible on a daily basis
    • Conducts patient experience focused rounds on each patient/family, every shift
    • Establishes a rapport with the patient and family to learn what is most important to them in their hospital experience and their preferences and communicates findings to the appropriate healthcare team members
    • Establishes a rapport with team members at Halifax Health to ensure professional, respectful and productive work to best optimize the patients' experience
    • Facilitates effective communication between patients, families and providers to enhance patient family centered care and ensure common goals
    • Responds to complaints and concerns and communicates identified issues to appropriate staff
    • Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience and forward any clinical questions to the appropriate manager
    • Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction
    • Serves as a facilitator and coach in developing a culture of compassionate care throughout building relationships among staff, patients and families
    • Communicates information to appropriate persons in appropriate time frames to meet patient or family questions, concerns and/or expectations
    • Escalates patient needs to appropriate individuals or departments to limit or resolve delays in service and communicates delays to patients and families
    • Provides input into opportunities for system improvements relevant to the overall patient experience
    • Understands and practices regulatory agency standards and department/organization policies and procedures including but not limited to: OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care policies and procedures
    • Escalates non-compliance with department/organization standards to appropriate unit based and/or senior leadership

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