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Job Objective: A brief overview of the position.
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This position is responsible for: Creating the first impression of the Emergency Department experience for patients/guests/visitors by introducing and coordinating all non-clinical services available including frequent reporting to department Director.
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Reports to
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Clinical Director, Emergency Department
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Supervises
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None
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Ages of Patients
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Pediatric
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Adolescent
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Adult
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Geriatric
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Blood Borne Pathogens
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High Potential
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Qualifications
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Education
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Required: High School or Equivalent
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Licensure/Certification
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Preferred: CNA or MA certification, EMT or EDT Certification
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Experience
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Required: 1-3 years clerical experience working in a high level customer service setting, preferably within the hotel or hospital setting.
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Essential Responsibilities
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Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
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Maintains a professional demeanor that aligns with the values and standards of Eisenhower Medical Center.
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Manages Reception area/Concierge desk functions in collaboration with the Clinical Director, included but not limited to, provide a warm welcome/farewell to all who enter/leave the Emergency Department.
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Maintains Lobby/Reception area in a neat and orderly fashion.
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Ensures patient confidentiality is maintained at all times.
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Ensures all patients/guests are rounded on hourly while on duty, ensuring all non-clinical needs are met:
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Updates patients and families on potential delays and wait times
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Provides a listening, non-judgmental and compassionate ear for patients while acting as a patient liaison
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Advocate for ED staff
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Educates patients and families on what to expect during their ED visit
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Reports any immediate concerns to Lobby manager
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Assures patient and staff safety by reporting any concerns to security officer on site
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Address comfort needs (Blanket, Pillow, Bathroom, and Food if appropriate
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Attend to families and friends with a loved one in critical condition awaiting news or updates.
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Keep a watchful eye on longest wait times and advocate for reassessments per EMC policy
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Watch for changes in pain level or condition
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Manages patient/guest non-clinical requests in a timely professional manner ensuring positive outcomes.
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Evaluates non-clinical situations requiring attention using sound problem-solving skills to resolve.
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Assists in identification of possible risk issues and coordinates with Clinical Director for appropriate resolution:
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Loss of any personal property
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Interaction with Clinical Director to determine appropriate steps to resolve issues
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Special Needs
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Assists Clinical Director with non-clinical performance improvement initiatives
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Demonstrates ability to operate all non-clinical equipment used by patients/guests including:
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Consistently and sincerely demonstrates “will do/can do” attitude at all times
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- Performs other duties as assigned.
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Located in the heart of the Coachella Valley, you have access to resort-style living and world-class amenities throughout Southern California.