Job description
Patient Response Specialist
Job Code: 20200-50064-002061
Reports to: Director/Manager Nursing Administration
FLSA Status: Non-Exempt
Position Objective:
Patient Response services are responsible for patient communications, call bells and message relay. Patient Response incorporates telephone services, paging services, secure message, answering service applications, voice mail applications, emergency code account, monitoring of emergency alarm systems, and foreign language assistance.
Essential Job Duties:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Programs patient care telecommunication system based upon unit assignments. Ensures that all staff have the appropriate device and are programmed to the correct patient room, call bell, and alarms.
- Utilizes the patient care telecommunication system to send out text blasts and alerts from administrative and clinical leaders. ;,
- Utilizes the patient care telecommunication system to notify unit staff of ongoing patient call needs, requests from external customers to reach unit staff, and notifies of alarms,
- Routes all calls received from Telecommunication Department to appropriate staff and/or patient rooms
- Trains clinical leadership, and other staff as requested to utilize the patient care telecommunication equipment
- Operates all patient care telecommunication systems and relays messages appropriately
- Maintains nurse's station whiteboard with staff assignments, ADT, and other unit-specific information.
- Ensures admission, discharge, and transfer documentation is complete and available for transportation
- Arrange patient transport to facilities upon discharge
- Maintains Patient Access List. Ensures timely and appropriate communication
- Generate telecommunication system reports to provide to clinical leadership; ensure accuracy of reports and possess knowledge of data
- Completes patient follow-up calls using script to ensure and support patient experience feedback is used to improve patient care and outcomes.
- Documents all patient encounters and contacts made on behalf of facility and maintains patient feedback files, which include notes.
- Performs other tasks and duties as assigned which may not be specifically listed in the class specification or position description but which fall within the general occupational category and responsibility level typically associated with the class work.
Educational/Experience Requirements:
Required Minimum Education. The minimum level of education for this position includes:
High School Diploma or equivalent required.
Required Minimum Experience:
Previous Patient Care telecommunications system knowledge/experience
Experience as a customer service representative
Previous experience generating and interpreting data reports
Required License/Certifications:
None required.
Knowledge, Skills, Abilities:
Must have excellent verbal and written communication skills.
Familiarity with keyboard and computer; must type 35 wpm.
Must demonstrate good judgement and decision-making skills
Must be a team player
The staff maintains confidentiality on all matters relating to Luminis Health personnel, providers, patients according to policy.
Working Conditions, Equipment, Physical Demands:
Ability to rotate the day/evening and overnight shifts as scheduled. Weekends and holidays are required.
Has the ability to work independently and organize work priorities.
Has the ability to work in close quarters for long periods
Routinely lifts objects less than 20 pounds.
There is reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements
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