LVN-ED Concierge - Emergency Room
Company: Eisenhower Medical Center
Location: Rancho Mirage
Posted on: May 14, 2022
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Job Description:
The position is responsible and accountable for creating a positive
first impression of the Emergency Department for patients, guests
and visitors. The concierge LVN is the key point of contact in the
Emergency Department lobby for patients waiting to either be
evaluated by a provider or waiting for bed availability within the
department. This contact ensures effective communication regarding
clinical care and provides customer service for this patient
population. The concierge LVN acts as a patient advocate and
collaborates with all members of the Emergency Department
healthcare team to ensure exceptional care throughout the
encounter.
Clinical Director, Emergency Department
N/A
Neonate/Infant (as appropriate for department)
Pediatric (as appropriate for department)
Adolescent (as appropriate for department)
Adult
Geriatric
High Potential
Education
Required: CA LVN license and American Heart Association BLS
Required: Three (3) years of LVN experience; 3-5 years of customer
service experience
Preferred: Five (5) plus years of healthcare experience in either
physician office, urgent care setting, acute care or Emergency
Department
Demonstrates compliance with Code of Conduct and compliance
policies, and takes action to resolve compliance questions or
concerns and report suspected violations
Performs within the scope of practice for the professional license
held
Assists with the management of the reception area/concierge desk
functions in collaboration with the Clinical Director, including
but not limited to providing a warm welcome/farewell to all that
enter and leave the Emergency Department
Maintains lobby/reception area in a neat and orderly fashion
Ensures patient confidentiality at all times
Updates patients and families on potential delays and wait
times
Provides a listening, non-judgmental and compassionate ear for
patients while acting as a patient liaison
Advocate for ED staff
Educates patients and families on what to expect during their ED
visit
Reports and immediate concerns to the flow coordinator
Assures comfort needs (blanket, pillow, bathroom, or food if
appropriate)
Monitors patient wait times and reassesses patients per Eisenhower
policy
Assess for changes in patient's pain and/or condition, reporting to
flow coordinator as needed
Monitors EHR for completion of lab and diagnostic studies, follows
up appropriately with care team for disposition
Assists physicians, so that appropriate data collection and
preparation, examination and diagnostic testing occur without error
and without delay
Demonstrates critical thinking and problem-solving ability that
promotes high quality patient care outcomes
Ensures accurate documentation of all patient care activity
Orders and communicates supply needs to supervisor so that
appropriately stocked work areas are maintained
Answers telephone in a polite efficient manner; takes clear and
accurate messages, transfers calls
Demonstrates cost effectiveness by using judgment when opening and
using supplies
Maximizes free time between patients and other duties to assist
with cleaning and organizing workstation, cleaning rooms, and
filing
Assists Clinical Director (or designee) with performance and
process improvement initiatives
Embraces change and continuously identifies opportunities for
improvement by demonstrating a commitment to utilizing evidence
based practice
Shares knowledge and acts as a professional resource to colleagues
and other members of the healthcare team
Demonstrates commitment to the EMC Behavioral Standards for all
interactions
Language, appearance and behavior reflect the EMC Behavioral
Standards
Follows the identified dress code and safety protocols to ensure
patient and employee safety
Maintains and practices professional boundaries with all patient
interactions
Keywords: Eisenhower Medical Center, Palm Springs , LVN-ED Concierge - Emergency Room, Hospitality & Tourism , Rancho Mirage, California
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