Patient Service Champion Full Time 1:30P-10:00P

Why UT Southwestern? With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the #1 hospital in Dallas-Fort Worth for the sixth consecutive year, we invite you to continue your healthcare career with us at William P. Clements Jr. University Hospital. You'll discover a culture of teamwork, professionalism, and consistent opportunities for learning and advancement into leadership roles.

Job Summary

The Patient Service Champion is the face of our Day Surgery department. Assists with check ins and all front desk tasks in our busy area.

Experience and Education

• High school diploma or equivalent.
• Must be able to read, write and communicate in English. Familiarity with medical terminology. Working knowledge of basic computer software skills
• Current Basic Life Support (BLS) certification, course accredited by the American Heart Association (AHA) or American Red Cross (ARC).
• Must achieve validation of required core competencies and training within 6 months of employment.

Job Duties

• Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers; meeting and exceeding those needs. Serves as a liaison between patients, their families, friends and our medical staff. Performs other duties as required to provide fast and friendly genuine hospitality. Gives personal attention, takes personal responsibility and uses teamwork when providing services
• Responds to patients inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members.
• Demonstrates attention to detail, maintains confidentiality, demonstrates accuracy and thoroughness, follows policies and procedures, follows instructions, responds to leadership direction and arrives to work, meetings and appointments on time.
• Provides assistance with electronic and in person patient check in located at Surgical Check In desk.
• Communicates changes effectively, prepares and supports those affected by change, monitors transition and evaluates results and applies feedback to improve performance. Listens, apologizes, finds a solution and follows through when resolving guest problems. Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Meets with each patient and family to introduce self and patient champion role. Provides business card with phone number to families for communication purposes. Meets with each patient before and after their surgical procedure.
• Communicates information between patients' families and the entire surgical services team.
• Tracks daily operating room schedule times and provides non-medical updates to families and guests. Updates families at least every two hours.
• Escorts families to PACU, nursing units and cafeteria. As needed, escorts are provided to other locations in the hospital.
• Offers nourishments to families and guests in the waiting room at least three times per day. Offers nourishments to post-operative patients in the Day Surgery Unit after their surgery.
• Provides emotional support to family members during stressful situations.
• Shares and escalates any patient or family complaints to management.
• Assists with updating patient preference care cards. If possible, fulfills patient requests.
• Monitors and purchases supplies for waiting room entertainment and nourishment cart.
• Prepares the waiting room for family entertainment. (i.e. books, games, magazines)
• Tracks quality data and works with the team to identify opportunities for improvement.
• If applicable, ensures patient families are informed when physicians request a meeting in the consultation room.
• Utilize downtime to assist others and/or to provide additional supportive measures to patients and/or patients' families within the respective patient care environment and waiting areas. Completes other duties as assigned.

Knowledge, Skills and Abilities

• Work requires good organizational, reading and writing skills. • Work requires a genuine interest in people and customer service.
• Computer skills are needed to direct patients.

Working Conditions

• Constant walking, standing, bending, turning, and stooping. Must be willing and comfortable walking extensively, climbing stairs & pushing patients in wheelchairs.
• Must be willing and comfortable transferring patients to/from vehicles to wheelchairs.

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

To learn more about the benefits UT Southwestern offers, visit https://www.utsouthwestern.edu/employees/hr-resources/

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. To learn more, please visit: https://jobs.utsouthwestern.edu/why-work-here/diversity-inclusion