Responsibilities:

• Highly visible, enthusiastic person who ensures that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care at all times.
• Facilitates communication among patients, families, caregivers and providers when needed.
• Provides service recovery as needed and assists with resolving patient and family concerns using the Respond with H.E.A.R.T. model at the point of service. If the Redcoat is not able to resolve the concern, she/he must elevate it to leadership for the department/unit where the concern originated.
• Actively rounds in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room. 
  • In some cases, Redcoats may be assigned to remain stationary at front entrance to welcome patients and visitors.
• During rounds, engages with patients and family members.
  • Talks with the patient about something other than why the patient is here.
  • Asks how the patient’s experience is going.
  • Asks if the patient has any other needs prior to leaving the patient.
• Accesses patient information to confirm appointment times, appointment locations and room numbers as needed.
• Provides limited concierge services to assist patients and guests with hospital services and community amenities at designated locations.
• Collaborates with leaders across the health system to design and implement improvement programs to enhance the overall patient experience. Once programs are implemented, Redcoat observes programs and coaches as needed.
• Responds to medical alerts to assist with patient/visitors, families and obtain appropriate equipment if needed.
• Other duties as assigned.

Education:

• High School Diploma or GED required.

Languages:

• N/A

Certifications:

• None required

Complexity of Work:

• Requires excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests.
• Ability to exercise judgment to accurately triage inquiries.
• Ability to work independently and as part of a team.
• Basic computer skills: Epic, outlook and other internal systems.

Work Experience:

Physical Requirements:

• Manual dexterity to operate office equipment.
• Requires frequent data entry, standing, walking and sitting.
• Normal or corrected vision, hearing and speech.
• Excellent hand/eye coordination.
• Lift up to 25 pounds.

Personal Protective Equipment:

• Follows Standard precautions using personal protective equipment