POSITION SUMMARY: Ensures that the patients and families cared for in the hospital are treated with dignity and respect and their needs and wants are addressed when feasible, providing outstanding customer service. Serves as a resource for patients lacking family/friend support, responsible for answering patients' questions and concerns raised to them or identified during rounds. Responsible for monitoring the needs of the patients in designated waiting areas and rounding within inpatient nursing floors and the emergency department to attend to patient and family experience concerns. Facilitates memorable experiences for patients and families, as well as enhances the therapeutic environment.

MINIMUM QUALIFICATIONS:

EDUCATION: High school diploma or equivalent required.

CERTIFICATION/LICENSES: N/A

SKILLS:

• Excellent human relations and oral, written and listening skills required
• Knowledge of roles of each hospital department
• Excellent patient, family and community interaction skills
• Bilingual skills preferred.

EXPERIENCE: Five years experience in a medical environment.

NATURE OF SUPERVISION:

-Responsible to: Director of Service Excellence

ENVIRONMENT:

- Blood borne pathogens - A

Well-lighted office area. Occasional exposure to activities and infectious diseases in patient care areas.

PHYSICAL REQUIREMENTS: Must be able to handle emergency/crisis situations. Prolonged, extensive or considerable standing/walking. Hearing and visual acuity within normal limits. Utilizes available tools to prevent worker injuries. May be required to lift, push, pull or carry up to 50 lbs.