Patient Guest Services Assistant
4 weeks ago
Join our team at Cleveland Clinic Martin Health and experience world-class healthcare at its best. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will be part of a talented, compassionate, and driven team of caregivers. You will work with state-of-the-art technology and provide stellar patient care. At Cleveland Clinic you will build a rewarding career with one of the most respected healthcare organizations in the world.
As a Patient Care Nurse Assistant (PCNA), your primary duties will include, but are not limited to providing or assisting with basic patient care under the supervision of an RN, reporting abnormal findings and changes in patients’ condition and keeping patients’ rooms clean and orderly.
The ideal caregiver is someone who:
- Provides care with compassion and empathy.
- Thrives in a fast-paced, collaborative environment.
- Demonstrates a strong work ethic.
- Can critically think and problem solve for patients’ best interests.
This position allows you to create the foundation in healthcare that you’ve been looking for. You will enhance your skills and advance your career in a pleasant and enjoyable work environment where everyone is valued for what they bring to the team.
At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.
**Responsibilities**:
- Highly visible, enthusiastic person who ensures that patients, family members and visitors have peace of mind by utilizing the Communicate with H.E.A.R.T. models, setting expectations and delivering empathetic care at all times.
- Facilitates communication among patients, families, caregivers and providers when needed.
- Provides service recovery as needed and assists with resolving patient and family concerns using the Respond with H.E.A.R.T. model at the point of service. If the Redcoat is not able to resolve the concern, she/he must elevate it to leadership for the department/unit where the concern originated.
- Actively rounds in the lobbies of the Clinic, Radiology, Surgical Waiting area, hospital and clinic entrances and Emergency room.
- In some cases, Redcoats may be assigned to remain stationary at front entrance to welcome patients and visitors.
- During rounds, engages with patients and family members.
- Talks with the patient about something other than why the patient is here.
- Asks how the patient’s experience is going.
- Asks if the patient has any other needs prior to leaving the patient.
- Accesses patient information to confirm appointment times, appointment locations and room numbers as needed.
- Provides limited concierge services to assist patients and guests with hospital services and community amenities at designated locations.
- Collaborates with leaders across the health system to design and implement improvement programs to enhance the overall patient experience. Once programs are implemented, Redcoat observes programs and coaches as needed.
- Responds to medical alerts to assist with patient/visitors, families and obtain appropriate equipment if needed.
- Other duties as assigned.
**Education**:
- High School Diploma or GED required.
**Languages**:
- N/A
**Certifications**:
- None required
**Complexity of Work**:
- Requires excellent verbal communication skills and an ability to function with empathy, friendliness and professionalism when interacting with patients and guests.
- Ability to exercise judgment to accurately triage inquiries.
- Ability to work independently and as part of a team.
- Basic computer skills: Epic, outlook and other internal systems.
**Work Experience**:
**Physical Requirements**:
- Manual dexterity to operate office equipment.
- Requires frequent data entry, standing, walking and sitting.
- Normal or corrected vision, hearing and speech.
- Excellent hand/eye coordination.
- Lift up to 25 pounds.
**Personal Protective Equipment**:
- Follows Standard precautions using personal protective equipment
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