Emergency Room Advocate (2p-1030p) Guest Services - Johnson City, TN

The Emergency Room Advocate serves as the key communication person between patients, families, hospital guests, healthcare providers and the hospital's professional staff in the emergency room. The Advocate works with a diverse population from various cultures and socioeconomic backgrounds, including children and the aged, offering compassionate assistance. Since the Advocate frequently experiences ambiguous and uncertain situations, the Advocate must posses strong stress management techniques along with crisis intervention skills and a courteous, positive attitude that reflects a genuine concern for patients, families and visitors.

The Advocate must be able to address awkward situations with tact and diplomacy. They investigate, resolve, document and report emergency room specific patient and visitor complaints and provide intervention in and resolution of a patient or visitor complaint or concern. The Advocate also responds to suggestions and compliments submitted by patients and visitors and also provides positive reinforcement to involved staff.

This position facilitates open communication consistent with improving the level of customer satisfaction while striving to identify and promote continuous quality improvements. Good patient/visitor rapport is an essential element. The Advocate must also be knowledgeable and able to communicate the "rights and responsibilities" of the patient and provide direction to appropriate personnel regarding advance directives such as living wills and medical power of attorney.

The Advocate networks resources in the form of phone calls and meal vouchers for family members and cab rides for patients when a need is apparent. The Advocate provides vital emotional support to families and connects them with a hospital chaplain or other pastoral care if so desired. The Advocate must be a team player with the ability to work under minimal supervision and apply a team approach to obtain resolutions to issues that would accomplish the goals of leadership.

The Advocate will promote hospital policy on cleanliness and infection control. The Advocate will demonstrate initiative, cooperation, flexibility and resourcefulness to enhance patient and family care. Job duties of this position may require access to protected patient information (PHI).

The team member will be accountable for appropriate use of the record and compliance with all confidentiality and security policy and procedures related to use, access, and disclosure of PHI.

Bachelor's degree in a field with emphasis in psychology, sociology, interpersonal relations or health-related field.

Knowledge of medical terminology preferred. Training/experience in health care preferred. Crisis training and CPR certification preferred.

Exceptional communication and public relations skills. Basic computer knowledge including word processing and spreadsheets. Licenses and

​CPR certification preferred. Work

Evening On Call: No Weekends: No

No Travel Shift Details: 2p-1030p City/State: Johnson City, TN Location: Johnson City Medical Center