Patient Services Representative - LVN

Job Summary:

The Patient Services Representative LVN (PSR) provides guests with information support quality and efforts of the floor staff/Case Management. The Patient Advocate knows the basic workings of the floor. Demonstrates good customer service. Acts in a professional manner always. Will direct guests to the appropriate area. I will assist in copying various paperwork as needed. Because all information concerning patients is confidential, the PSR will not discuss patient information with others not concerned with such information while on duty and will not discuss patient information with persons outside the hospital. The PSR will take part in activities such as reading to patients, providing blankets, changing television channels with remote control, communicating with patients and families, and setting up approved patient visits, zoom, and/or phone calls. If a patient requests any food or drink items, the nurse must always be consulted first.  The PSR may participate in refreshing water pitchers and picking up and delivering food trays to patients as requested by the floor staff. The PSR will not be involved in direct patient care. The PSR is not responsible for cleaning rooms or assisting patients in the lavatory.

Duties and Responsibilities:

• Proactively approach & greet all guests to provide an exemplary first impression that fosters an inclusive and welcoming environment.
• Ascertain guest’s needs. Take appropriate screening action or provide appropriate information, direction, transporting, and escorting as requested and according to established policies and procedures and assist with completion of consent or registration forms.
• Enter orders for patients.
• Listen carefully and be sensitive to the needs and wishes of all guests. Treat all guests with dignity and respect.
• Checks in on patients to ascertain their needs and accommodate them as appropriate.
• Responsible for providing patient room assistance.
• Maintains patient confidentiality and exercises discretion with sensitive subjects always.
• Covers front/main desk as needed.
• Observe/maintain the assigned area for potential safety or security issues, overall neatness, and cleanliness. Notify appropriate personnel to ensure that corrective action is taken as necessary.
• Act as a liaison between patient families, clinical areas, and physicians to provide efficient and accurate information flow.
• Conduct regular surveys with patients and families, and record feedback.
• Escalates complaints and concerns to quality and leadership.
• Reviews and follows up on daily patients’ assignments of family and MD calls.
• Welcomes each new admission by the next business day to ensure patient needs are met and required patient information has been shared.

Education, Licensure and/or Certifications:

• Current LVN license
• BLS preferred

Experience Required:

• Previous experience working directly with the public within a hospital, clinic, physician's office or other medical facility preferred.
• One (1) year of customer service-related experience.
• Excellent communication and interpersonal skills.
• Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Basic computer skills required.

Safety Requirements:

Employees are responsible for all aspects of the hospital safety and health program including compliance with safety rules and regulations, remedying unsafe working conditions, and continuously practicing safety while performing duties.

Physical Requirements:

• While performing the duties of this job, this position is frequently required to do the following:
• Use standard office equipment and access, input, and retrieve information from a computer.
• Use a computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods.
• Communicate effectively in person or via telephone in a manner that can be understood by those whom the person is speaking, including a diverse population.
• Frequent bending, squatting, kneeling, climbing with the use of a step stool, and twisting.
• Lift and carry up to 20 pounds.
• Sit or stand for a minimum of one hour at a time.
• Come and go from the work area repeatedly throughout the day.
• Give and follow verbal and written instructions with attention to detail and accuracy.
• Perform complex mental functions and basic arithmetic functions; interpret complex laws, regulations, and policies; collect, interpret, and/or analyze complex data and information.
• Vision:  see details of objects at close range.
• Coordinate multiple tasks simultaneously.

Supervisory Requirements: None

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly exposed to hospital areas and the general office environment.  The work environment is clean, well lit, well-ventilated, and temperature-controlled environment.  The noise level in the work environment is usually moderate. The hours of duty are lengthy and irregular.

It is the policy of Sonoma Specialty Hospital not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.