Position Goals

This job description for the Patient Experience Technician (PET) at Hospitality Health ER provides criteria for the evaluation in performance, attitude, and discipline. The Patient Experience Technician (PET) at Hospitality Health ER will strive to provide proficient, competent care while maintaining the patient's sense of comfort, dignity, and rights.

Position Responsibilities

Under the direction of the Compliance Director, the responsibilities of the Patient Experience Technician (PET) at Hospitality Health ER are, but not limited to:

1. Helping in the facility or assigned areas by giving the best patient experience possible prior to discharge

2. Assisting with deescalating patient complaints in person and over the phone

3. Helping call in medication for patients such as Eliquis

4. Being prepared to help with medical records such as scanning in charts and locating charts, as needed

5. Communicating effectively with co‐workers, patients, and families

6. Training staff on Hospitality bedside manner and patient care expectations

7. Communicating with patients, visitors and staff in a friendly manner

8. Other duties as assigned

General Responsibilities & Expectations

1. Maintaining HIPPA compliance and upholding utmost integrity and privacy of every patient

2. Completing daily responsibilities upon arrival and prior to departure of shift (cleaning, stocking, organizing, etc.)

3. Maintaining a safe and clean working environment by complying with procedures, rules, and regulations; adhering to infection control policies and procedures

4. Promoting a positive work environment by communicating appropriately with patients, visitors, and co‐workers

5. Being a valuable teammate at all times, when asked to help with other task and/or other duties as requested

6. Maintaining a professional appearance and good personal hygiene per company policies

7. Adhering to the guiding principles and policies set forth by HHER

8. Maintaining professionalism in job performance and practice

9. Communicating needs through the proper chain of command

10. Displaying integrity and honesty

11. Maintaining a positive attitude towards patients, guests, visitors, and co‐workers

12. Contributing to meeting the mission and goals of Hospitality Health ER

Position Requirements

The competency requirements for the Patient Experience Technician (PET) at Hospitality Health ER are:

1. Strong communication skills and displays a positive attitude and passion for Hospitality Health ER

2. Maintains flexibility and availability for on‐call and any coverage requirements that are not otherwise met by the Compliance Department staff

3. Able to listen and follow instructions

4. Able to work unsupervised; Willingness to take an initiative and ability to work as a team member/independently to perform job responsibilities and meet deadlines with accuracy and attention to detail

5. Able to maintain a professional manner at all times

6. Displays integrity and honesty

7. Maintains a positive attitude towards patients, guests, and visitors

8. Customer service experience; demonstrated ability in customer service practice related to direct patient care in high volume, high stress environment

9. Critical thinking skills; ability to work autonomously and make efficient use of time and resources

Education/Experience

The education and experience requirements for the Patient Experience Technician (PET) at Hospitality Health ER are:

• High School Graduate / Equivalent is preferred but not required
• Ability to read, speak, and write the English language
• Must follow oral and written directions
• Previous medical experience, emergency room preferred

Physical Demands

Requires full range of body motion

Eye‐hand coordination

Standing and walking for extensive period of time

Pushing and pulling

Reaching

Climbing (ascending and descending)

Balancing

Bending / Stooping

Kneeling / Crouching

Using arm, leg and back muscles for extended periods

Occasionally lifts and carries items weighing greater than 50 pounds

Requires working under stressful conditions

Requires corrected vision and hearing to within normal range

Potential exposure to communicable disease