LVN-ED Concierge-Emergency Room

Job Objective:

Responsible and accountable for creating a positive first impression of the Emergency Department for patients, guests and visitors. The concierge LVN is the key point of contact in the Emergency Department lobby for patients waiting to either be evaluated by a provider or waiting for bed availability within the department. This contact ensures effective communication regarding clinical care and provides customer service for this patient population. The concierge LVN acts as a patient advocate and collaborates with all members of the Emergency Department healthcare team to ensure exceptional care throughout the encounter

Essential Responsibilities:

• Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
• Performs within the scope of practice for the professional license held.
• Assists with the management of the reception area/concierge desk functions in collaboration with the Clinical Director, including but not limited to providing a warm welcome/farewell to all that enter and leave the Emergency Department.
• Maintains lobby/reception area in a neat and orderly fashion
• Ensures patient confidentiality at all times.
• Ensures that all patients/guests are rounded on hourly while on duty, assuring that all needs are met.
• Updates patients and families on potential delays and wait times
• Provides a listening, non-judgmental and compassionate ear for patients while acting as a patient liaison
• Advocate for ED staff
• Educates patients and families on what to expect during their ED visit
• Reports and immediate concerns to the flow coordinator
• Assures comfort needs (blanket, pillow, bathroom, or food if appropriate)
• Monitors patient wait times and reassesses patients per Eisenhower policy
• Assess for changes in patient’s pain and/or condition, reporting to flow coordinator as needed
• Monitors EHR for completion of lab and diagnostic studies, follows up appropriately with care team for disposition
• Assists physicians, so that appropriate data collection and preparation, examination and diagnostic testing occur without error and without delay.
• Demonstrates critical thinking and problem-solving ability that promotes high quality patient care outcomes.
• Ensures accurate documentation of all patient care activity
• Orders and communicates supply needs to supervisor so that appropriately stocked work areas are maintained
• Answers telephone in a polite efficient manner; takes clear and accurate messages, transfers calls
• Demonstrates cost effectiveness by using judgment when opening and using supplies.
• Maximizes free time between patients and other duties to assist with cleaning and organizing workstation, cleaning rooms, and filing
• Assists Clinical Director (or designee) with performance and process improvement initiatives.
• Embraces change and continuously identifies opportunities for improvement by demonstrating a commitment to utilizing evidence based practice.
• Shares knowledge and acts as a professional resource to colleagues and other members of the healthcare team.
• Demonstrates commitment to the EMC Behavioral Standards for all interactions
• Language, appearance and behavior reflect the EMC Behavioral Standards
• Follows the identified dress code and safety protocols to ensure patient and employee safety.
• Maintains and practices professional boundaries with all patient interactions.

Essential Skils:

• Analyses situations accurately and escalates using the Chain of Command when appropriate
• Proven organizational skills, including attention to detail, able to prioritize multiple tasks, and follow processes
• Exercises a high degree of initiative, judgment, and discretion
• Written and verbal communication skills
• Knowledge of diseases, diagnostic tests, treatments, medical supplies and equipment
• Ability to proactively anticipate the needs of patients, guests and visitors
• Excellent customer service and relationship-building skills with providers, patients, co-workers and guests, adhering to all 5-Star Customer Service training expectations
• The ability of deal with difficult and stressful situations in a calm, compassionate and professional manner
• Experience with computer systems, including Electronic health record (EHR) and email systems
• Promotes a healing environment