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