ED Patient Experience Specialist - FT Mids

ED Patient Experience Specialist - FT Mids

Job Summary

The ED Patient Experience Specialist is responsible for enhancing the overall patient and family experience within the Emergency Department by providing frequent rounding, communication, comfort measures, and support. This position serves as an additional point of contact for patients and families throughout their Emergency Department visit. The ED Patient Experience Specialist proactively identifies patient needs, assists with comfort measures, answers call lights, provides appropriate updates regarding the patient's progress and plan of care, and communicates patient concerns or requests to the appropriate clinical team member.

The ED Patient Experience Specialist also supports Emergency Department operations by maintaining clean, organized, and appropriately stocked patient-care areas. This role works collaboratively with nurses, providers, technicians, registration staff, and other members of the healthcare team to promote timely communication, patient satisfaction, safety, and an organized Emergency Department environment.

The incumbent is expected to perform all duties while adhering to the highest standards of ethical and professional conduct, acting in the best interests of Three Crosses Regional Hospital, and fully supporting its mission, vision, and values.

Primary Responsibilities

Patient Rounding & Experience

• Perform purposeful rounding on Emergency Department patients at established intervals throughout their visit.
• Introduce self and explain the purpose of the Patient Experience Specialist role.
• Assess patients' comfort needs during rounds.
• Ask patients and families if there are questions, concerns, or needs that can be addressed.
• Provide comfort items such as warm blankets, pillows, tissues, and other approved supplies.
• Assist with approved food and beverage requests after confirming with nursing staff that the patient does not have dietary or NPO restrictions.
• Help maintain a clean, comfortable, and welcoming patient environment.
• Provide additional attention and reassurance to patients experiencing extended Emergency Department wait times.
• Recognize patient or family concerns and promptly communicate them to the appropriate nurse, charge nurse, provider, or leader.

Patient Communication

• Serve as a communication resource between patients, families, and the Emergency Department care team.
• Provide patients with appropriate non-clinical updates regarding their Emergency Department visit.
• Reinforce information regarding the general plan of care after it has been established by the clinical team.
• Help patients understand what they are currently waiting for, such as laboratory results, imaging, provider reassessment, consultation, admission, transfer, or discharge processing, when that information has been confirmed by the care team.
• Avoid providing medical advice, interpreting test results, discussing diagnoses, or independently communicating clinical information outside the scope of the position.
• Notify the assigned nurse or appropriate clinical team member when a patient requests clinical information or has questions outside the specialist's scope.
• Communicate delays professionally and help ensure patients understand that their concerns have been acknowledged.
• Escalate unresolved patient or family concerns to the Charge Nurse or appropriate department leader.

Education and Experience

• Required: High school diploma/GED
• Preferred: Additional education in healthcare, hospitality, customer service, or a related field
• Preferred: Emergency Department or acute-care experience.
• Preferred: Experience working in a fast-paced environment.
• Required: Meet all Employee Health Requirements

License/Certification(s)

• Required : BLS Certification
• Preferred: Bilingual (Spanish)