Northern Light Eastern Maine Medical Center

Department: Patient Experience

Position is located: Northern Light Eastern Maine Medical Center

Work Type: Full Time

Hours Per Week: 8.00

Work Schedule: 7:30 AM to 4:00 PM

Summary:

The Patient Experience (PX) Concierge is a visible and accessible resources for patients during their stay and they influence the effectiveness for the customer's encounter with the hospital. The PX Inpatient concierge will greet and welcome patients and families to the unit, visit with patients every day, assist patients by appropriately escalating patient requests, provide approved comfort items and ensure patients remain informed and supported throughout their stay. The PX ED Concierge will support the patient experience through coordination with unit secretaries, nurses, providers, care management, housekeeping, food services and other ancillary departments, at the direction of the Charge Nurse.

Responsibilities:

The Inpatient Concierge may perform the following duties:

· Welcomes each patient and visitor conveying organizational messages and standards upon arrival, each day and departure.

· Conducts hourly rounding checking on visitors’ comfort and providing assistance as appropriate, while acting as a liaison between family and medical staff.

· Partner with the patient’s care team for escalation of patient requests as needed

· Assists in maintaining tidiness of the common areas including seating, waste baskets, patient belongings and wheelchairs at all times. Alerts environmental services of cleanliness issues and addresses urgent matters as appropriate.

· Maintains safe, secure, and healthy work environment by following and enforcing standards and procedures, complying with legal regulations.

· Maintains patient confidence and protect operations by keeping patient care information confidential.

· Is well-versed in the Patient Complaints and Grievance process and understands Patient Rights and Responsibilities. Assists patients with voicing their concerns by connecting them with a Patient Experience Representative in a timely manner.

· Provides basic comfort items to patient within the confines of treatment protocols.

· Demonstrates comprehension and support of quality measures and patient experience.

· Communicates regularly with the nursing team to ensure patient needs, issues are known to the care team – something like this…. just want to capture the importance of direct communication with the rest of the care team

Other Information:

Competencies and Skills

• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

• Required High School Diploma/General Educational Development (GED)

Working Conditions

• Potential exposure to noise levels being uncomfortable.