Patient Advocate-Emergency Department-40 hr/ week-Midnights-Detroit
GENERAL SUMMARY:
MIDNIGHT SHIFT: 6 PM TO 6AM (2 12'S) AND 10 PM TO 6AM (2 8'S)
Reports to the Operations Supervisor of the Department of Emergency Medicine (DEM). Under general supervision, ensures that the patient’s rights are recognized, respected and adhered to by monitoring and expediting patient flow through the Department of Emergency Medicine, facilitating a problem solving system of communication, establishing rapport between staff and public, and making the stays of patients as pleasant as possible.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Facilitates the visitation process in the DEM. Maintains an open and welcoming environment for patients and their loved ones while ensuring a culture of safety for Henry Ford Hospital staff, patients and their visitors.
- Acts as a resource for patients and visitors providing information (within HIPAA guidelines), comfort and support. Assists DEM staff by providing information to and from family members.
- Facilitates throughput in the department by identifying and removing obstacles to timely service.
- Locates and contacts patients who require follow-up services.
- Locates next-of-kin when necessary. Using department resources and sometimes working with local authorities, identifies unknown patients. Coordinates body viewing. Documents identification attempts, next-of-kin and other relevant information in the electronic chart.
- Utilizes EmStat, MPAC and CarePlus in the course of job performance. Completes forms or assures the proper completion of forms for expirations and assaults.
- Provides comfort and support for bereaved families, victims of assault, anxious patients and visitors. Contacts outside agencies and internal resources on behalf of patients and their families.
- Assists patients and visitors via telephone, always within HIPAA guidelines.
- Provides amenities to patients such as assistance with transportation, access to telephone, replacement clothing, etc.
- Acts as the DEM expert in customer service by proactively addressing patient and visitor concerns
EDUCATION/EXPERIENCE REQUIRED:
- College coursework in sociology, psychology, health services or similar field is required.
- A Bachelor’s degree in sociology, psychology, health services or similar field is preferred.
- Six months to one year experience in a position requiring public contact, customer service or counseling is required.
- Previous health care experience in a fast-paced environment is preferred.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.