Job Description

MAIN FUNCTION:The Emergency Department Hospitality Navigator serves as a vital liaison between patients, families, and the care team. They are trained to communicate with patients using active listening skills to promote a gracious welcome, willingness to problem solve and assist families, and ensure that all patients and families feel heard and valued. They proactively outreach to ensure that patients and families are aware of wait times, care team updates, hospital information, technology and resources available to them, and support patients and families in leveraging those resources. They establish meaningful relationships with patients, families, and staff and work collaboratively to ensure that experience is optimized. Using critical thinking skills, they discern appropriate next steps to ensure an exceptional experience is provided. This position reports to Clinical Director of Patient Experience.

DUTIES AND RESPONSIBILITIES:Enhance Patient and Family Experience by: 1. Actively take ownership of the patient and family experience in the Emergency Department.2. Ensure that patient experience is maximized by maintaining the highest level of service standards in alignment with Arnot Health Values.3. Partner with staff and providers in the Emergency Department to determine opportunities to improve experience. Utilize and share this feedback at huddles and during Emergency Department Staff Meetings. Act as a subject matter expert to solution these gaps.4. Participate in meeting and training sessions to ensure that the Voice of the Patient is at the forefront.5. Orient families and visitors to the hospital and anticipate needs unique to families.6. Maintain knowledge of hospital services/amenities and share appropriately.7. Participate in tasks, initiatives, and committees that support department operations and enhance one’s professional development.8. Be a welcoming presence and round in the waiting room regularly to offer blankets, pillows, ice packs, and compassionate listening.9. Partner with the nurse leaders, the charge nurse, and triage nurse to ensure patients are re-evaluated periodically when delays occur.10. Engage with all patients and caregivers in assigned areas to offer a premier patient family experience by applying empathetic listening through the use of evidence based tactics.11. Maintain a presence in the Emergency Department and assist colleagues, within scope, as needed.12. Respond to patient and family issues and complaints to ensure timely resolution and escalation.13. Help patients who are anxious or confused using appropriate comfort and orientation techniques (playing cards, offering word puzzles or games).14. Round on patients in rooms and waiting rooms regularly to determine what assistance they need and understand their concerns that are not being addressed.

EDUCATION:Preferred: Bachelor’s degree. May consider an Associates Degree and two years’ experience in health care or customer service.

EXPERIENCE:Preferred: 1-3 years’ customer service experience. Experience in healthcare preferred.

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES DESIRED:• Ability to deal with difficult situations in a professional manner • Exceptional communication skills are required• Partner with care team members to de-escalate situations• Ability to prioritize and complete duties in a timely and organized manner• Must be able to work without direct supervision• Strong teamwork skills

PHYSICAL DEMANDS:Ability to frequently lift 15-20 pounds. Some reaching and stooping. Required to be on feet much of the time.

EXPOSURE CATEGORY:Category II. Tasks that involve no exposure to blood, body fluids, or tissues. But employment may require performing unplanned Category I tasks.

Requirements