EMERGENCY DEPARTMENT PATIENT NAVIGATOR

FLSA Status

Non-Exempt

#AH

Job Role Summary

Essential Functions and Responsibilities

• Serve as an advocate for all patients within the Emergency Department (ED) and provide access to various hospital services
• Work as a liaison between the medical staff and patients and their families by providing clear communications for those that are outside the medical profession
• Utilize a multidisciplinary approach to resolving problems that affect ED patients. Have knowledge of how those various disciplines operate within the hospital and in conjunction with the ED
• Communicate effectively with multiple disciplines across the entire hospital
• Assist in the improvement of patient relations between staff and patient/families by keeping the lines of communication open and clear
• Print patient orders and releases as needed. Prompt physicians to enter patient orders and releases as needed and document such requests
• Monitor the Results Pending area for patient discharges. Print and assemble patient instruction as needed
• Visualize, maintain and stock supplies at all nurses' stations as needed
• Document all ADLs and patient comfort measures offered in the computer as they are provided
• Assist staff by taking vital signs and enter them into the computer as needed
• Communicate with the patient throughout their visit, ensuring the patient is constantly aware of what is occurring with his/her visit
• Provide real-time intervention for patient complaints and use communication skills to further de-escalate the problem
• Round and monitor each area for safety compliance and report any hazards noticed. Help maintain State Board and JCAHO standards
• Monitor patient's length of stay and follow up with staff to expedite when possible. Make sure all patients are registered before they have been released
• Report all computer and printer issues to the Help Desk. Enter work orders for broken or non-working items through Resource Central
• Maintain needed forms in area

Job Requirements

• Associate's degree plus a minimum of two years of prior work experience with social services/public contact/customer service in a health care environment preferred
• In lieu of above, equivalent work/business experience (at least 4 years), in a healthcare or public assistance setting may be accepted
• Bilingual in English and Spanish helpful

Knowledge, Skills & Abilities

• Working knowledge of the personal computer and various software packages
• Effective written and verbal communication, including ability to communicate in a professional manner with physicians, administration and the general public
• Excellent organizational skills with the ability to prioritize work and devise own work patterns/methods; flexible to changing priorities; work with minimal supervision.
• Detail oriented and ability to critically think independently
• Strong interpersonal skills and a genuine caring attitude for patients, families and staff
• Ability to work with multidisciplinary staff members as a professional team member
• Ability to analyze problems, identifies significant factors, gathers pertinent data and offers solutions
• Knowledge of Emergency Department and Eskenazi Health organizational structure, missions, function, processes and objectives
• Ability to effectively and persuasively use good interpersonal skills in communicating with a variety of backgrounds, including varying levels of disabilities and understanding
• Ability to gather, interpret and apply regulatory guidelines to a specific problem in order to arrive at a justifiable conclusion, and present such information in a clear and understandable manner
• Knowledge of medical terminology