Job Description

A member of the Patient Concierge Team has three principal duties while patients are inpatient at Tufts Medical Center: 1) work with Communication And Patient Planning Rounds (CAP) team daily to obtain and understand list of patients’ planned discharge dates and schedule appointments with primary care physician and/or specialists as ordered by the attending MD; 2) assists patients in accessing and understanding their personal portal by visiting each patient individually, explaining the concept of the portal, internet navigations, and data held within the portal, and by answering follow up questions regarding patients access and login information for their portal in person or via e-mail; 3) deliver Tufts MC Patient Experience Survey to patients and when ready submit completed Survey to Manager.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Meets with each CAP team in the morning to obtain and understand the patients’ planned discharge dates and requirements.
• At bedside when possible, schedules the ordered follow up appointments with the patients’ primary care office and or specialists’ offices and confirm dates & times with the patients and/or family members or other caregivers who will be assisting with transportation. Updates Soarian with appointment information prior to discharge.
• Works with Managed Care Referral Coordinator to ensure referrals are processed prior to scheduled follow up appointments.
• Delivers Tufts MC Patient Experience Survey and encourage patients to complete and give their feedback; collects completed Surveys and delivers to Manager.
• Communicates with members of IT to acquire a daily list of Consolidated Clinical Document Architecture (CCDAs), keeping a digital record of all CCDA lists.
• Provisions patients in the Inpatient Portal website; creates usernames and passwords for individual patients; creates informational sheets for each patient with Username and Password information.
• Confers with team members to confirm which patients will be visited first and in which order.
• Visits each patient at bedside when possible and explains the concept of the Portal, confirms the patient's interest in accessing their account, walks the patient through their log in process and explains content and limitations of their portal.
• Informs nurses and other staff members of patients’ requests upon leaving their room and/or enters the request in the Nurse Call system.
• Responsible for following up with patients upon their request with additional information or support in accessing the patients portal page.
• Promptly answers pages sent to the team beeper, or calls made to team office phone.· Utilizes hospital computer systems accurately to retrieve data and generate reports. Reports malfunction to help desk.
• Upholds the standards of performance established by the Department of Patient Care Services at all times.
• Provides clear, concise and helpful communication that encourage positive patient, family, visitor and staff experiences

COLLABORATION:

• Demonstrates/applies the skills necessary to interact with the health care team in regards to the implementation of the medical/nursing plan of care.
• Accepts assignments positively and resolves issues in a mature manner.
• Promotes open communication with the nursing staff to ensure a positive work environment.
• Conducts self in a kind and courteous manner to patients, families and staff.
• Accepts constructive feedback regarding performance and effects a positive change in a timely fashion.

ENVIRONMENT:

• Influences others by establishing an environment for optimal patient care, mutually supportive collegial relationships and professional development.
• Maintains attendance in accordance with the Medical Center policy
• Adheres to the Medical Center dress code.
• Maintains a work area that is neat, organized.
• Takes breaks/lunch when appropriate.
• Maintains positive guest relations in all interactions.
• Arrives to work on time and remains until the end of scheduled shift.
• Notifies Manager of absences according to hospital policy.

Qualifications

JOB KNOWLEDGE AND SKILLS

• Must have excellent communication skills.
• High level of interpersonal skills required for interacting effectively and cordially with a wide variety of hospital personnel, visitors and patients.
• Knowledge of computer systems and software with an ability to learn and retain new applications.
• Utilizes cultural competence training and knowledge of individual needs to enhance patient, family and co-worker's health care experience.

AGE SPECIFIC COMPETENCIES

• Demonstrates the ability to communicate to the age groups of the population served.

EDUCATION

• Associates Degree required; Bachelor's Degree in related field preferred
• An equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed above, may be substituted for the above education and experience requirements.

EXPERIENCE

• Minimum one-year related experience, medical/administrative experience preferred
• Knowledge of medical terminology
• Knowledge of computer systems

PHYSICAL DEMANDS/WORKING CONDITIONS

• Prolonged, extensive, or considerable standing/walking
• Considerable reaching, stooping, bending, kneeling, crouching
• Frequent exposure to hazardous chemicals, sick patients, bodily substances, noise and possible exposure to radiation, lasers, electric shock, etc.
• Regularly exposed to the risk of blood borne diseases and other transmissible infections
• Contact with patients under wide variety of circumstances
• Subject to varying and unpredictable situations
• Subjected to irregular hours
• May have contact with hazardous materials

Additional Information

All your information will be kept confidential according to EEO guidelines.

AMERICANS WITH DISABILITIES STATEMENT:

Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Tufts Medical Center reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

COVID-19 POLICY:

Please note that effective October 1, 2021, as a condition of employment at Tufts Medical Center, all employees and new hires must have received their complete dose of the COVID-19 vaccine, unless they have been granted an exemption.