LVN-ED Concierge

Default Work Shift:

Varies (United States of America)

Hours:

0

Salary range:

$34.00

Schedule:

Per Diem

Shift Hours:

12 Hour employee

Department:

Emergency Room

Job Objective:

Responsible and accountable for creating a positive first impression of the Emergency Department for patients, guests and visitors. 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. Ensures effective communication regarding clinical care and provides customer service for this patient population. Acts as a patient advocate and collaborates with all members of the Emergency Department healthcare team to ensure exceptional care throughout the encounter

Job Description:

Education:
Required: Graduate of an accredited Licensed Vocation Nurse Program if hired after March 1, 2025

Licensure/Certification:
Required: California Licensed Vocational Nurse (LVN); American Heart Association BLS

Experience:
Required: One (1) year of LVN experience and three (3) years of customer service experience
Preferred: Experience in physician office, urgent care setting, acute care or Emergency Department

Reports To: Clinical Director, Emergency Department Supervises: N/A Ages of Patients: All ages Blood Borne Pathogens: High Potential

Skills, Knowledge, Abilities:

Ability to proactively anticipate the needs of patients, guests and visitors, Analyses situations accurately and escalates using the Chain of Command when appropriate, Excellent customer service and relationship-building skills with providers, patients, co-workers and guests, adhering to all 5-Star Customer Service training expectations, Exercises a high degree of initiative, judgment, and discretion, Experience with computer systems, including Electronic health record (EHR) and email systems, Knowledge of diseases, diagnostic tests, treatments, medical supplies and equipment, Promotes a healing environment, Proven organizational skills, including attention to detail, able to prioritize multiple tasks, and follow processes, The ability of deal with difficult and stressful situations in a calm, compassionate and professional manner, Written and verbal communication skills

Essential Responsibilities

1. Demonstrates compliance with Code of Conduct and compliance policies and takes action to resolve compliance questions or concerns and report suspected violations.

2. Performs within the scope of practice for the professional license held.

3. 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.

4. Maintains lobby/reception area in a neat and orderly fashion.

5. Ensures patient confidentiality at all times.

6. Ensures that all patients/guests are rounded on hourly while on duty, assuring that all needs are met.

7. Updates patients and families on potential delays and wait times.

8. Provides a listening, non-judgmental and compassionate ear for patients while acting as a patient liaison.

9. Advocates for ED staff.

10. Educates patients and families on what to expect during their ED visit.

11. Reports and immediate concerns to the flow coordinator.

12. Ensures comfort needs (blanket, pillow, bathroom, or food if appropriate).

13. Monitors patient wait times and reassesses patients per Eisenhower policy.

14. Assess for changes in patient’s pain and/or condition, reporting to flow coordinator as needed.

15. Monitors EHR for completion of lab and diagnostic studies, follows up appropriately with care team for disposition.

16. Assists physicians, so that appropriate data collection and preparation, examination and diagnostic testing occur without error and without delay.

17. Applies critical thinking and problem-solving to promote high quality patient care outcomes.

18. Ensures accurate documentation of all patient care activity.

19. Orders and communicates supply needs to supervisor so that appropriately stocked work areas are maintained.

20. Answers telephone in a polite efficient manner; takes clear and accurate messages, transfers calls.

21. Demonstrates cost effectiveness by using judgment when opening and using supplies.

22. Maximizes free time between patients and other duties to assist with cleaning and organizing workstation, cleaning rooms, and filing.

23. Assists Clinical Director (or designee) with performance and process improvement initiatives.

24. Embraces change and continuously identifies opportunities for improvement by demonstrating a commitment to utilizing evidence based practice.

25. Shares knowledge and acts as a professional resource to colleagues and other members of the healthcare team.

26. Maintains and practices professional boundaries with all patient interactions.

27. Performs other duties as assigned.