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A Brief Overview
ED Patient/Family Representatives are responsible for providing exceptional customer service to patients and their families while on-site and over the phone with the Stanford Health Care Emergency Department staff. They greet patients and family members and assist with answering all questions, provide introduction to the MyHealth app., room patients within the ED, explaining the next steps. They will partner with Guest Services team to ensure we are providing the best experience for our patients and family. ED Patient/Family Representatives will be the champion of CICARE and will train all new staff on providing excellent customer service to increase LTR (Likely to recommend) scores. Provide ongoing customer service training for all staff, utilizing the CICARE tools, words that work, and how to deescalate situations for best outcomes. The ED Patient/ Family Representatives also works closely with the Lobby Lead and Program Coordinator to assist and direct the rooming of patients.

What you will do

• Acts as non-clinical liaison/concierge to meet patients needs as they enter the ED Lobby and while receiving care within the ED.

• Approaches and greets patients, their families, and visitors entering the ED; provides clear and concise verbal and written instructions as needed and assist with obtaining an interpreter when needed.

• Assists and directs the rooming of patients and their family members based on the bed assignments provided by the Lobby Lead RN.

• Responds to any patient or family member complaints and escalated to the ED Manager on-site or on-call as appropriate.

• Provides hospital wide directions as needed.

• Maintains sensitivity and confidentiality in all aspects of guest interaction.

• Assists ED Medical Personal in calling codes and responds immediately and appropriately to injured persons following the director of ED Medical Personal.

• Provides updates to patients and family members on wait times and next steps

• Provides information on the MyHealth app for patients and their family members and encourages usage.

• Performs other related and incidental duties as needed or assigned.

• Round within the department to interact with roomed patients.

• Be the champion of CICARE and provide ongoing customer service training for all staff.

• Will onboard new staff to set expectations of our CICARE and customer service standards.

Education Qualifications

• High school diploma or GED equivalent

Experience Qualifications

• 1+ years' experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.) or 2+ years' experience working in customer service within a non-healthcare industry (hospitality, public relations, banking, concierge services, restaurant, etc.)

• Basic PC Skills (Windows, Excel, and Word)

• Good communication, customer service and interpersonal skills

• Ability to proactively recognize patients and family members needs and intervene.

• Working knowledge of one or more of the following:
  - health care systems
  - conflict resolution
  - understand how to link patients to diagnostic and follow up test / treatment
  - Strong communication, customer service, interpersonal skills
  - PC skills (Windows, Excel, and Word)
  - Strong medical terminology knowledge
  - Greeting ED patients and family members, calmly and with a smile

• Assist with infectious screening when necessary

• Ability to set and maintain limits with patients or family members who are escalating

• Ability to be on your feet for 12 hours a day

• Ability to be proactive and show initiative

• Ability to educate all staff on proper CICARE and provide direct feedback

Required Knowledge, Skills and Abilities

• Ability to adjust communications to fit the needs and level of understanding of the receiver

• Ability to demonstrate customer service skills in interactions with all patients, families, and staff, including high volume and stressful situations

• Ability to maintain confidentiality of sensitive information

• Ability to remain calm under pressure and apply sound judgment

• Ability to solve problems and identify solutions

• Ability to speak and write effectively at a level appropriate for the job

• Knowledge of computer systems and software used in functional area

• Knowledge of the location of services provided by the hospitals and clinics (or ability to quickly become familiar) to be able to assist guests with directions and/or transport, the local geography

• Ability to multitask and think ahead

These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care

• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.