ED Family Assistant

Summary:
Reports to and works under the supervision of the Clinical Manager. Assistant Clinical Managers and Nursing staff provide functional direction. Acts as a liaison for patients families visitors and emergency department (ED) staff. Performs a variety of duties to provide for general needs and comfort of patients families and visitors.

Responsibilities:
Assists with initial contact and greeting. Responsible for a variety of duties including providing for general needs comfort and consistent rounding on waiting patients families and visitors. Acts as a liaison for patients families visitors and staff. Provides general information updates and directs or escorts to other areas of the department or hospital. Facilitates communication with professional and para-professional personnel throughout hospital to obtain information such as patient location condition and disposition.

May provide general assistance and support to grieving families. Contacts other family members arranges transportation provide companionship while waiting for family members to arrive.

Performs light stocking maintains waiting room and family room in orderly manner. Secures environmental services or security to maintain a clean environment and to keep order.

Provides patient and/or visitor assistance with assistive devices such as wheelchairs maintaining adequate wheelchair supply in the emergency department entry.

Directs or escorts patients and family members to other areas of the emergency department or other departments such as patient units admitting cafeteria and lobby.

Advises Assistant Clinical Manager or Charge Nurse of immediate complaints or unusual occurrences in relation to the patient or family.

Obtains updated information from physician or primary nurse and relays to family regarding update on time frame and disposition.

Performs follow-up phone calls for discharged patients and documents comments regarding ED experience.

Secures and distributes brochures in family room to families regarding subjects such as general treatment procedures and selected health topics.

Maintains patient confidentiality and observes service quality policies at all times.

Operates standard office equipment such as photocopier and computer terminal.

Other information:
BASIC KNOWLEDGE:

High school graduate or General Equivalency Diploma.

Basic computer skills

Strong service excellence and telephone etiquette skills

High level of interpersonal skills to exhibit sensitivity and empathy towards patients and families

Ability to handle stressful situations and multiple demands in an effective manner


EXPERIENCE:

Requires two-week period of orientation. Prior experience in dealing with the public preferred.



WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Works in emergency patient care unit. Duties require employee to frequent both waiting areas and treatment areas resulting in exposure to patients.



Ability to stand and walk for prolonged periods while performing job duties.



SUPERVISORY RESPONSIBILITIES:

None.

Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status.   Lifespan is a VEVRAA Federal Contractor.

Location: The Miriam Hospital USA:RI:Providence

Work Type: Part Time

Shift: Shift 2

Union: Non-Union