Req Number 98406

　　ESSENTIAL FUCTIONS

　　Adheres to the Service Excellence Standards by exceeding the customers' needs and expectations at all times.

　　Acts as host/hostess for the E.D. helping patients, families and visitors to feel welcome and comfortable. Directs patient flow. Escorts patients to triage or treatment area. Guides patients' family members to waiting or other appropriate area, i.e. treatment or registration.

　　Round in patient waiting area every 30 minutes, monitoring the time of patients waiting to be seen in Triage, Registration and the treatment area, notifying Triage and/or NCC/Charge RN of any delays.

　　Monitor and respond to potential/actual complaints by patients, family members and visitors. Focusing on patient, family and visitor satisfaction thereby decreasing complaints and keeping (LWOBE's) below the national benchmark of 2% of patients registered.

　　Inform patients in waiting room every 30 minutes of approximate wait time. Assists patients and families by providing information as to patient status or location on an hourly basis. Provides 'patient phone' to patient/family on unit, if requested.

　　Advises family of visitation constraints. Communicate with NCC/Charge RN to open visiting hours as soon as possible.

　　Aids in communication between patients, nurses, registrars, physicians and social services. When requested by patient, provides the telephone number of the patient Representative Department.

　　Responsible for a secure and safe patient area. Takes action to de-escalate any disturbances in the area in conjunction with the security guard.

　　Responsible for locating and providing wheelchairs for patients. Contact Transport and/or Security to help locate wheelchairs if none are available on unit.

　　Interact with patients and families and offer comfort, support and information when appropriate, after checking with charge person.

　　Accountability for Spectra-Link phones and batteries.

　　Interpersonal skills for crisis management.

　　Responsible for ordering and stocking kiosk area.

　　Responsible for arranging transportation for patients leaving Emergency Department via car service.

　　SERVICE EXCELLENCE

　　Institute Service Recovery as needed. Refer to Service Recovery Policy.

　　Interact with patients waiting to be seen.

　　Be aware of approximate waiting times.

　　Primary focus is to anticipate patient/family needs

　　GOALS

　　Improve patient satisfaction.

　　Improve communication.

　　Decrease the number of patients leaving without being evaluated (LWOBE's)

　　Job Qualification

　　High School Diploma required, Associate Degree preferred.

　　Hospital background with good interpersonal skills, excellent Service Excellence skills required.

　　Work indoors in well-lighted area with direct patient and visitor contact.

　　Constant- standing, walking. Frequent- bending, lifting, pushing, pulling.

　　Must possess a high level of interpersonal skills to effectively and courteously deal with support staff, all levels of Hospital personnel, patients, visitors as well as external contacts.

　　*Additional Salary Detail

　　The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

　　The salary range for this position is $22.30-$24.55/hour

　　It is Northwell Health’s policy to provide equal employment opportunity and treat all applicants and employees equally regardless of their age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, pregnancy, genetic information or genetic predisposition or carrier status, marital or familial status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.