JOB SUMMARY

This position is for a Patient Care Advocate whose responsibility is to greet, round on all patients in the Emergency Department promoting a positive experience. They will help provide comfort measures (pillows, blankets and ice chips {with clinic staff permission}).  They can answer basic patient care question but will inform clinical staff if any medical questions are involved. The position reports to the Emergency Department Director.

JOB QUALIFICATIONS

        1. Minimum Level of Education: Education level equivalent to a high school diploma required. 

1. Formal Training: Customer service training, de-escalation and HIPPA training within 30 days of employment
2. Licensure, Certifications & Registration: None required
3. Work Experience: First semester of nursing clinical. Basic knowledge of the nursing process. Basic computer skills.

Responsibility Focused

1. Demonstrates a working knowledge of and/or location of organizational policies and procedures as well as adheres to them.
2. Exhibits a working knowledge of information management, confidentiality, patient/residents safety, corporate compliance and infection control.
3. Possesses knowledge of reporting errors or near misses without fear or blame/punishment for reporting accidents/incidents.  Addresses and reports problems as they arise. 
4. Completes required competencies, licensure, certification and registration recertification in a timely manner, as well as participates in continuing education.  
5. Arrives to work on time, on scheduled days, during scheduled hours.  Maintains flexibility with work schedule in meeting the needs of the department.
6. Provides age specific care demonstrating knowledge of growth and development, system assessment and developing an interdisciplinary plan of care addressing culture, religion and ethnic preferences.
7. Attends required mandatory departmental meetings and in-services.
8. Utilizes equipment and materials in a cost effective manner.
9. Participates in performance improvement activities.
10. Serves as a preceptor in orienting and/or training new personnel.
11. Follows chain of command whenever issues or problems arise which are beyond scope of practice.
12. Performs essential job functions in an acceptable quantity and quality.

Customer Service Focused

1. Displays organizational core values: We are accountable for our actions.  We are trustworthy and act with respect for ourselves and others in an ethical manner with integrity.  We take pride in our work and are motivated to do the best.  We are dedicated to our professions, our facility and our community.  We are customer focused and strive to be innovative in our delivery of care.           
2. Pays close attention to and is considerate of concerns/matters that patients/residents, families, visitors and co-workers face through words and actions.
3. Displays willingness to help at all times and in all areas to meet the needs of the organization.
4. Displays a team player attitude and takes every opportunity to work well with others.

STANDARDS OF PERFORMANCE

1. Greets/rounds on patients and visitors promoting excellence in patient experience.
2. Communicates and documents pertinent information.
3. Participates in keeping patients and family informed.
4. Documents information and answers questions for patients, getting information for patients and asking specific questions.
5. Collaborates with healthcare providers as needed.