ED Navigator

Description

Summary:

Purpose: To act as a liaison among patients, family members, visitors and staff in the Emergency Department (ED), with the aim of enhancing the personal service experienced by patients, family members and visitors while enabling ED staff to concentrate on direct patient care. Also, working with the ED Director to monitor patient, family and visitor satisfaction in the ED. 

Responsibilities:

1. Makes contact with patients, family members and visitors in the ED waiting areas, explaining policies and procedures as needed and directing patients to treatment areas when needed.
2. Makes periodic rounds of waiting areas and exam rooms relaying information among patients, family members, and visitors in collaborating with the ED staff.
3. Explains to patients, family members updated visitation policy.
4. Responds to patient, family member and visitor requests or problems with direct action or referral to the appropriate department or person and includes patient experience when necessary.
5. Works closely with the ED and registration staff to help maintain smooth patient flow and open communication among all concerned.
6. Makes necessary calls to families and ministers, etc. for patient when requested. conducts post discharge calls to high-risk patients and escalates concerns to prevent readmissions.
7. Assists in comforting those families who have experienced the death of a family member and assists with other necessary arrangements and escalates to spiritual care and PACT when needed.
8. Assists with diversional activity for children by providing coloring books and crayons, Teddy Bears and assisting parents as needed while maintaining a safe environment.
9. Maintains knowledge of current ED services and hospital policies regarding patient registration, treatment, admission, discharge, visitation, information release, parking, etc.

Additional Responsibilities:

Unit Support Measures

1. Assist patients/families with transportation arrangements when necessary (taxi, bus, car rental)
2. Assist in obtaining wheelchairs and stretchers for ED.
3. Communicate with EVS on needs of the lobby and department.

Other Information:

High School Graduate with 2 years of experience interfacing with the public in a customer service role. Experience in Emergency Department setting strongly preferred. Minimum of 2 years of college or an equivalent combination of college level education and healthcare experience preferred.

Working Conditions:

Manual: significant manual skills/motor coord & finger dexterity

Occupational: Some occupational risk

Physical Effort: Medium to Heavy effort. May exert up to 35 lbs. force

Physical Environment: Some exposure to dirt, odors, noise, human waste, etc.

Company: Norwalk Hospital Association

Org Unit: 701

Department: PT Relations Programs-NH

Exempt: No

Salary Range: $16.50 - $30.44 Hourly