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Patient Engagement Specialist
2 months ago
Overview:
At Yale New Haven Health, we believe that every team member should embody our Vision, support our Mission, and uphold our Values.
Our core values - integrity, patient-centered care, respect, accountability, and compassion - guide our actions as individuals and professionals every day.
Under the supervision of the Guest Services Manager, the Patient Engagement Specialist carries out various responsibilities to ensure exceptional service for our patients, their families, and visitors.
This role involves overseeing the initial points of contact within the hospital and outpatient facilities, ensuring that all entry areas are clean, safe, and efficiently managed.
Equipped with training, the Patient Engagement Specialist retrieves and shares patient appointment details using digital devices, maintains visitor pass protocols, and enforces patient restriction policies.
This position also addresses challenging situations that may require escalation to relevant departments.They strive to enhance every interaction with patients, families, and visitors, ensuring a positive and enriching patient experience.
Additionally, they identify and implement various service recovery strategies.EEO/AA/Disability/Veteran
Responsibilities:
- Undertakes a variety of tasks to guarantee that support and information are readily available to patients, families, and visitors entering the hospital.
- Facilitates directory, escort, and transport services within the designated hospital campuses.
2.1 Ensures timely wheelchair transports or escorts for patients and guests to their desired locations throughout the hospital and associated facilities.
- Manages amenities for patients and guests, including the orchestration of service recovery tools, while maintaining cleanliness in work areas and lobby spaces.
- May be required to provide cross-coverage between different hospital campuses based on operational needs.
Qualifications:
EDUCATION
A high school diploma or equivalent is required.
An associate degree in hospitality, human services, social work, or a related field is preferred.
Completion of selected internal training courses within the first three months of employment is expected.
EXPERIENCE
A minimum of one year of experience in healthcare or customer service, demonstrating problem-solving skills and the ability to handle sensitive issues with minimal supervision.
SPECIAL SKILLS
Knowledge of proper wheelchair operation is preferred.
Excellent communication and customer service skills, attention to detail, and physical stamina are essential.
PHYSICAL DEMAND
Must be able to lift up to 40 lbs. and utilize appropriate body mechanics when moving and lifting patients and materials.
Extensive physical activity including pushing, pulling, lifting, and walking is required.
