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. 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. Ensures effective communication regarding clinical care and provides customer service for this patient population. 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.
• Advocates for ED staff.
• Educates patients and families on what to expect during their ED visit.
• Reports and immediate concerns to the flow coordinator.
• Ensures 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.
• Applies critical thinking and problem-solving to promote 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.
• Maintains and practices professional boundaries with all patient interactions.
• Performs other duties as assigned.

Essential Skils:

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