Patient Representative (ED)

Job Summary:
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. Always works under the direct supervision of the Charge RN.
Primary Job Responsibilities:
Assists staff with supportive needs of patients and their families

1. Makes contact with patients, family members and visitors in the ED waiting area, 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 and visitors why visitation may be restricted to two family members at a time during flu season for example.
4. Responds to patient, family member and visitor requests or problems with direct action or referral to the appropriate department or person.
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.
7. Assists in comforting those families who have experienced the death of a family member and assists with other necessary arrangements.
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 Responsibilties:
Unit Support Measures

1. Assist unit secretary with clerical duties (answer phone, make copies of records, fax)
2. Make arrangements for families regarding temporary housing
3. Assist patients/families with transportation arrangements when necessary (taxi, bus, car rental)
4. Assist in obtaining wheelchairs and stretchers for ED

Minimum Qualifications:
High School Graduate with 2 years of experience dealing with the public. 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.