Patient Representative - York Hospital (Emergency Medicine Department) - PRN (Nights) - Full-time / Part-time

General Summary:

Under general supervision, serves as a proactive advocate and liaison between patients, families and Emergency Department staff to foster a patient centered environment to optimize customer service and patient satisfaction. Assists patients in interpreting hospital policies, procedures and services, and in obtaining solutions to problems and concerns. Uses initiative to assess situations and work interdependently with other staff to meet the needs of the customer.

Duties and Responsibilities:

The following are essential job accountabilities:

1 Serves as designated advocate through whom patients may voice their problems and concerns. Communicates in an empathetic manner utilizing the ICARE model to alleviate patients' concerns, questions or complaints.

2 Maintains constant contact and visibility in the department and works with the clinical staff to update, inform, and educate the patient/family about the patients status in the waiting area and the rest of the Emergency Department. 3 Assists as a liaison in making referrals for patients for appropriate resources and services such as but not limited to: Case Management, Pastoral and Palliative Care, and assures timeliness of services.

4 Identifies and assesses problems that may arise; investigates and directs inquiries and complaints to appropriate hospital staff members.

5 Encourages understanding and adherence by both staff and patients to the hospital's philosophy on patient's rights and responsibilities.

6 Participates on trauma team to identify patient, secure patient's belongings, locate and contact relatives, and provide updates to family. Acts as liaison between family, staff and support services.

7 Acts as a liaison with other services to provide necessary support for families at time of death. Provides appropriate bereavement literature. Completes all required documentation.

8 Is a Certified Gift of Life requestor and provides information about organ/tissue donation and initiates request for donation from next of kin. Ensures hospital's compliance with state regulations and law by obtaining completed consent forms, making required referrals and establishing and maintaining appropriate documentation.

9 Assists staff and patients with transportation arrangements as deemed necessary.

10 Provides comfort care to patients and families to include help with phone calls, blankets, wheelchairs, refreshments, crayons and paper, stuffed animals, and other comfort care items.

11 Participates in teaching program for medical residents by evaluating and providing feedback concerning residents' experience in telling family/friends of patient's death.

12 Performs a variety of tasks as necessary to facilitate and enhance quality of health care and to minimize potential negative outcomes.

About WellSpan:

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multi-specialty medical group of more than 850 physicians and advanced practice clinicians, a home care organization, six respected hospitals, more than 15,000 employees, and 160 patient care locations. The region's only accredited Level 1 Trauma Center and Primary Stroke Center with an endovascular neurosurgery program. WellSpan is consistently recognized by IMS Health as one of the Top 100 Integrated Health Networks in the United States and has been recognized by Health Imaging and IT as one of the nation's "Top 25 Connected Healthcare Facilities." IMS Health is the leading provider of information services and technology for the healthcare industry.

The Community:

WellSpan Health facilities are located in multiple counties across south central Pennsylvania and northern Maryland, all offering an ideal living environment to match the quality of work-life balance you re seeking. The area offers abundant outdoor and cultural activities, including restaurants, theatre, golf courses, hiking trails, water sports and historic tours. Additionally, our communities are a short drive from several, large metropolitan areas including the Baltimore/DC metro area and Philadelphia.

If you value a strong sense of community, the more palatable pace of rural living, and the convenience of a workplace close to home, you ll realize the advantages of considering WellSpan Health as part of your future.

Minimum Education

Associate's Degree

Preferred Education

Bachelor's Degree

Minimum Experience

1 - 2 years

Min Field Of Expertise

Human Services or a related field

Req Cert/Registration

Certification as designated requestor for Gift of Life every two years-Annual RTS Certification (Resolve through sharing)

Physical Demands

Prolonged standing/walking

Working Conditions

May be exposed to infections and contagious diseases

Contact with patients, and families under wide variety of physical and emotional circumstances

Subject to many interruptions

Occasional pressure due to multiple calls and inquiries

Skills

Human relations and oral/written communications skills