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Patient Advocate

Cone Health
Greensboro

Job Description

Proactively welcomes patients and guests after they have been admitted to the Emergency Department. Meets with patients and guests, and works to solve needs by accessing assistance in the areas including concierge services, chaplain services, nutritional needs and other issues pertaining to patient satisfaction. Contacts other hospital departments and external agencies as requested by patient or guest to meet customer service standards as determined by Cone Health leadership and Cone Health. Builds relationships by working collaboratively with ED Physicians and staff to provide exceptional care. Serves as a liaison between the clinical staff and patients and guests. Keeps patients and guests informed about delays pertaining to diagnosis, treatment, and other issues. Explains wait times regarding procedures, inpatient admission, and regarding other matters pertinent to a patient or guest in the Emergency Department. Follows up with information regarding guests waiting to be notified about the patient, or with accessing a patient who has been relocated to another hospital department or room. Solves service related concerns by supporting ED Service Recovery process, for breakdowns with patients or guests regarding perception of service excellence. Follows the established Cone Health communication process of AIDET in all patient and guest interactions. Critical Qualification for this candidate is a Service Oriented Mentality and Exceptional Communication Skills.

MAJOR WORK ACTIVITIES (MWAS):

Proactively welcomes patients and guests after they have been admitted to the Emergency Department.
Answers all questions related to admission process/procedures for those ED patients being admitted to the hospital.
Directs patients and guests to various hospital locations as needed.
Works to solve needs by offering assistance, in the areas including concierge services related to transportation/hospitality/lodging, chaplain services, nutritional needs and other issues pertaining to patient/guest satisfaction.
Contacts other hospital departments and external agencies as requested by patient or guest to demonstrate superior customer service, as determined by Wesley Long leadership and Cone Health.
Keeps patients and guests informed about delays pertaining to diagnosis, treatment, and other issues. Explains wait times regarding procedures, inpatient admission, and regarding other matters pertinent to a patient or guest in the Emergency Department.
Follows up with information regarding guests waiting to be notified about the patient, or with assistance in finding a patient who has been relocated to another location in the hospital.
Solves service related concerns by supporting and managing the ED Service Recovery process, for breakdowns with patients or guests regarding perception of service excellence.
Follows the established Cone Health communication process of AIDET in all patient and guest interactions.

Work Requirements
Hours are 3 pm 11 pm. May include weekends.

Compensation
Grade 10


PERSONAL PERFORMANCE STANDARDS

Safety - Maintains safe and clean environment for self, patients and staff at all times.
Communication Engages in open communication with compassion and courtesy.
Team Work - Participates and contributes as a team member to all departments.
Relationship Based Care Demonstrates behaviors that support caring and/or healing relationships with colleagues, patients and with self.
System-Wide Accountabilities Demonstrates compliance for requirements.
Attendance Demonstrates compliance with Attendance Policy.

Qualifications

Experience in Healthcare , interfacing with patients and guests
Preferred: Prefer Customer Service Experience, current knowledge of Cone Health

Knowledge, Skills and Abilities:
Exceptional interpersonal skills.
Exceptional written and verbal communication skills.
Understanding of Cone Health System and Cone Health Values.
Knowledge of Wesley Long Hospital and its service lines.
Professionally dressed in business attire.

Hours

Relief

Schedule

Hours are flexible

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