Duke University Health System (DUHS) Job Descriptions
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HOSPITAL CONCIERGE/AMBASSADOR
Job Title: HOSPITAL CONCIERGE/AMBASSADOR
Job Code: 4553
FLSA: N
Job Level: C2
Revised Date: 10/01/2006
Supervisory Responsibility:
General Description of the Job Class
Manage and affect the inpatient stay of the Special Constituent Patient to ensure complete confidentiality and to assure total satisfaction with the patient and visitor experience of Duke University Hospital. Assist Patient and Visitor Relations Staff with proactive visits to newly admitted patients, ensuring any special needs have been met.
Duties and Responsibilities of this Level
Work in conjunction with the Special Constituent Patient Program team, including Bed Control, Environmental Services, Food Services, Nurse Managers, Physicians, re: impending inpatient arrivals and departures of special constituent patients and coordinate with the team the level of services to be provided.
Communicate with the SCPP representatives on a daily basis, the census of special constituent patients and, expected length of stay, discharge dates and special needs of patients and families.
Communicate with the Patient Relations office on a daily basis to review the census of newly admitted patients and visit these patients documenting each patient visited in the Feedback Monitor patient tracking system, within 24 hours of seeing the patient.
Communicate with each Patient Advocate daily to assist with any special needs they may know of from patients on their units and/or to let them know of any concerns the patient may have that they are unable to resolve.
Communicate and consult with the Nurse Manager or Charge Nurse of the patient unit in which the special constituent patient is to be admitted to verify services to be provided.
Consult with the Care Nurse of any patient requesting special food assistance to ensure the patient may be granted their request.
Participate in on-call schedule and after hours??? requests.
Ensure that patient and family are aware of the additional services provided through the SCPP including, but not limited to, dry cleaning and laundry services, VCR/DVD films, errand services.
Work with Environmental Services to ensure maintenance of the SCPP amenities, including room set-up, refrigerator, fax, VCR/DVD, toiletries, linens, bedspreads/blankets. Assure that patients receive newspapers as requested daily by 9:00 AM, including international journals as available in local outlets.
Work with Food Services and routinely verify with patient and family the quality of delivery of foods services, proper menu, and snack items.
Coordinate any special order goods as needs to meet culturally diverse populations, i.e. kosher, hallal, vegetarian.
Contact patient and family twice daily to ensure that the patient is receiving services as requested, to ascertain any additional needs and to assure delivery of service.
Maintain special equipment as needed, including wheelchair, cart, furniture, and other equipment necessary to meet the needs of patients.
Provide transportation for identified special constituent patients and families to and from the airport, to and from appointments surrounding hospital admission, hotel, and outlying clinics. Arrange for valet parking service and limousine service when patient load demands additional transportation services.
Attend bi-weekly Patient & Visitor Relations staff meetings.
Required Qualifications at this Level
Education
Work requires communications and organizational skills acquired through possession of a high school diploma.
Experience
Degrees, Licensure, and/or Certification
Knowledge, Skills, and Abilities
Strong customer service skills/interpersonal interactions. Proficient in Windows-based operating software/systems. Good communication skills. Ability to work without close supervision.
Distinguishing Characteristics of this Level
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
