ASC PATIENT CONCIERGE - SUMMIT - FULL TIME Job at Beacon Orthopaedics & Sports Medicine
ASC PATIENT CONCIERGE
This exciting and unique position as the ASC Patient C
oncierge
will act as the
liaison
between the family members and surgical staff while providing basic education during the procedure creating a personal, state of the art, atmosphere. The viewing room gives family members and sports medicine staff the ability to observe the procedure as it is happening. The ASC Patient Concierge will stay in the room with the family to answer questions, guide them through the procedure and relay information from the surgeon creating an opportunity to work with families, high school, collegiate and professional sports medicine staff.
Full Time Employment
Position is based out of Summit Woods
Complete Job Description Below
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Basic Function:
The ASC Patient Concierge is responsible for ensuring a positive experience for families, and patients, during the entire surgical episode. The ASC Patient Concierge is a patient facing position that promotes and displays the overall excellence at Beacon Orthopaedics Surgery Centers regarding state-of-the-art patient care, facilities, and service that is provided by the surgeons and staff.
Job Duties
- Escort and be present with the patient family in the viewing rooms and other patient areas.
- Serve as the waiting room liaison for families who are not viewing.
- Effectively communicate with the patient family regarding the procedure being performed.
- Reasonably accommodate the needs of the family members while in the viewing rooms.
- Ensure that the viewing rooms, and facility, are clean, organized, and presentable. This includes ensuring that furniture is not damaged or worn down. Any issues found should be communicated to management.
- Communicate with the surgeon and OR team if there are any changes or requests regarding viewing surgery by the patient’s family.
- Maintains dress and appearance according to policy and procedure as observed by management.
- When not viewing with a patient family, other duties may include the following:
- Assisting with OR room turnover, setup, or supporting any other areas within the surgery center.
- Performing facility walkthroughs with management to identify any areas of concern regarding the overall appearance of the surgery center.
- Assist with the inventory team regarding the organization and putting away of supplies.
- Performs all other duties as assigned by supervisor.
- Participates in the quality improvement process and activities including the areas of safety, infection control, patient education/teaching, documentation, and supplies, patient satisfaction, physician satisfaction, compliance with OSHA standards and risk management.
- Attends and participates in all applicable surgery center training and development workshops scheduled by the facility.
- Strives to be professional, courteous, helpful, and cooperative.
Skills and abilities:
- Excellent communication skills in order to provide an enhanced experience for patients and family members.
- A general understanding of the surgical procedures being performed and the operating suite. Training will be provided.
- Attention to detail regarding the image of the facility, viewing rooms, consults rooms, and other patient care areas.
- Ability to interact in a positive manner and to communicate well with patients, families, co-workers, supervisor, and other facility employees.
- Demonstrates cooperative work attitude toward and with co-employees, management, patients, visitors, and physicians.
- Maintains regular attendance.
- Ability to set priorities and work independently.
- Participates in facility quality improvement activities.
Internal and External relationships:
As a representative of (BEACON SURGICAL CENTERS) the actions and behaviors have a direct affect on the Facility’s image and perceptions of quality service. Interaction with patients, families, physicians, referral services, visitors, volunteers, coworkers, supervisors, venders, etc. must be in a manner that is friendly, supportive, courteous, respectful, cooperative and professional. This behavior should promote an atmosphere of teamwork in line with facility standards and guidelines to promote positive relationships and excellent patient care.
Compliance
- Understands and adheres to Facility Standards of Conduct.
- Demonstrates the safe operation of equipment and machinery and follows procedures for reporting and correcting an unsafe situation.
Service Satisfaction
1. Communicates effectively regarding all aspects of job responsibilities.
1.1 All daily tasks not completed within the work shift are to be reported to appropriate personnel.
1.2 Respects the rights of other employees, patients and visitors including the maintenance of a pleasant, quiet environment.
2. Interacts with all patients, families, visitors and fellow employees in a mature, responsible manner to ensure a positive and professional facility environment.
2.1 Displays a caring and responsive attitude and conducts all activities to patient, family and employee rights and expectations.
2.2 Maintains confidentiality of all facility and patient information as required by facility policy.
3. Fosters a positive and professional facility environment by interacting with all persons in a considerate, helpful and courteous manner and participating as a team member.
4. Diffuses/resolves conflict by appropriately communicating with those involved.
5. Accepts constructive criticism and gives suggestions in a professional manner.
Skill Review
1. Completes appropriate financial management responsibilities
1.1 Maximum care and caution required when handling surgical equipment and instruments
1.2 Responsible for conservation and control of supplies utilized and maintenance of equipment.
Attendance
1. Follows established facility policies and procedures with regard to attendance.
1.1 Maintains attendance according to guidelines and policy established by facility.
1.2 Adheres to tardiness policy.
1.3 Provides notification for unscheduled absences or tardiness in accordance with established departmental procedures as noted by supervisor.
1.4 Requests scheduled time off according to procedure as noted by supervisor.
Machines/equipment used: Computer, telephone, facsimile, and others as applicable.
Environmental conditions: Indoors in climate-controlled environment. Well lighted and ventilated.
Licenses or Certificates: None
Total education, vocational training, and experience: High school diploma or equivalent. Clinical knowledge is preferred.
PHYSICAL REQUIREMENTS:
Physical requirements for the position include the ability to frequently hear and communicate orally, see up close and at a distance, read and comprehend, stand, sit, walk, reach, handle, and feel objects. Ability to climb, pull, push, and kneel. Maximum unassisted lift = 50 lbs. Average lift 25-50lbs.
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