Rehab Transitions in Care Ambassador

PATIENT/CUSTOMER SERVICE

Accountabilities

• Exceeds the customer service expectations of patients and guests.
• Places patients’/guests’ needs first and analyzes situations from their point of view.
• Demonstrates awareness while assessing and anticipating patients’/customers’ and fellow team members’ needs and acts accordingly.
• Presents self professionally and demonstrates professional behavior during interactions with others.
• Is professional in appearance, adheres to a dress code, and promotes the Quality Brand and Professionalism of GSPP.
• Demonstrates understanding and ownership of how his/her role contributes to achieving the best patient experience possible.
• Develops collaborative relationships with team members to promote the patient experience.
• Empowers fellow team members to resolve conflict at lowest level possible.
• Identifies program needs that would better serve patients and guests and maximize the patient experience.  
• Promotes and thanks patients for choosing GSPP for their health care.
• Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
• Uses resources wisely – as if they were one’s own.
• Complies with HIPPA and all other patient confidentiality regulation/polices.
• Seeks feedback on how to improve performance and results and offers constructive feedback, as well.
• Applies learning for improved performance and results.
• Appreciates the difference between effort and achievement and produces results that are important to the patient and the GSPP Rehabilitation mission, vision, and core values.
• Grasps the inevitability and challenges of change and adapts tactics accordingly; utilizes learning opportunities to prepare for changing work and methods.
• Demonstrates a willingness to carry out responsibilities and a positive approach to accomplishing work.
• Demonstrates the ability to effectively transmit and interpret information with internal and external customers.
• Demonstrates the ability to empathize with all types of individuals – including those who are ill, in pain, as well as physical or mentally challenged.
• Displays an outgoing personality and positive enthusiasm.
• Demonstrates good judgment, communication, and problem-solving skills to accurately resolve or triage inquiries and requests while providing timely follow-up on progress.
• Manage difficult customer service situations and implement service recovery techniques to ensure positive patient relations.  Escalate awareness and interventions to appropriate supervisors as needed.
• Ability to effectively work independently and within a team environment. 
• Promotes an environment of teamwork and achievement of common goals.
• Complies with all GSPP policies and procedures.
• Performs other duties as assigned.

Performance Measures (Supervisor evaluation/observation)

• Communicates verbally and non-verbally, in a professional & timely manner
• Initiates communication in challenging situations
• Selects the most appropriate person(s) with whom to communicate
• Listens actively and attentively to understand what is being communicated by others
• Demonstrates professionally & technically correct verbal communication
• Evaluates effectiveness of own communication & modifies communication accordingly
• Communicates pertinent information to the appropriate person in a timely manner
• Modifies communication style to effectively handle challenging customer situations  
• Complies with Standards of Appearance policy
• Completes HIPAA examinations with passing score and attends meetings regarding HIPAA policies
• Understands and adheres to departmental policies and procedures
• Demonstrates behaviors that contribute to a positive work environment
• Treats others with positive regard, dignity, respect & compassion
• Establishes rapport with patients
• Accepts responsibility for own actions & takes corrective action when appropriate or advised by Supervisor
• Demonstrates initiative
• Adapts to change
• Accepts constructive feedback with positive outcomes and follows direction from authority
• Maintains a pleasant disposition at all times even in the most adverse circumstances.
• Knows process of when and whom to notify (i.e., Supervisor/management) when an issue becomes too complicated to solve independently.
• Body Language- Consistent and pleasant disposition, eye contact
• Voice-Consistently demonstrates the ability to communicate clearly, pleasant voice tone, demonstrates understanding and calmness with all patients/customers
• Communication- Ensures patient/customer understanding and anticipates needs, delivers appropriate information, addresses patient/customer with proper surname
• Builds rapport and exhibits approachability by being easy to talk to, sensitive to patients’/customers’ anxieties and needs, and capable of putting others at ease
• Uses AIDET model and ends every interaction with “Is there anything I can do for you?”

PATIENT/EMPLOYEE SAFETY

ACCOUNTABILITIES

• Participates in Entity and Department wide initiatives for Patient /Employee safety
• Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position
• Validation of annual competencies required for the position

OPERATIONS

Accountabilities and Performance Measures

• Patient Information Functions
  • Demonstrates working knowledge and accurate use of Penn Chart. 
• Patient Identification
  • Identifies the patient correctly using two identifiers: (Patient’s full name or name by which he/she is known in medical documents and patient’s date of birth.
• Patient/Family Interactions:
  • Promotes available services of Penn Rehab and LTACH.
  • Interviews patients that have been referred to Penn Rehab or LTACH to answer questions about the program and inform patients and families about the rehabilitation schedule and policies.
  • Schedules tours of Penn Rehab or LTACH for patients and families.
  • Responsible for developing effective relationships with all patients and their families/significant others, physicians, discharge planners, referral sources, and all professional staff on the rehabilitation team.
• Attendance/Time Management
  • Rearranges daily schedule with ease to meet operational needs.
  • Meets GSPP Rehabilitation requirements regarding absences and lateness.
  • Appropriate use of downtime.
  • Follows time clock policy & procedure.
  • Submits and takes accountability for appropriate and timely submission of Time Entry Adjustment documentation.
  • Attendance and participation in all departmental meetings (all staff, unit, support staff, update, others).
  • Participates during meetings (offers solutions, provides feedback).
  • Health System ID is worn in accordance with GSPP Rehabilitation policy.
• Non-essential Accountabilities
  • Participates in quality improvement programs of the inpatient unit, including monitoring the impact of patient admissions.
  • Participates in GSPP Rehabilitation unit-based committees as needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High School Diploma required
• Associate's Degree preferred

Work Experience

• 1-2 years of previous experience preferred

Licenses / Certifications

• N/A

Skills and Abilities

• Active listening— Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension— Understanding written sentences and paragraphs in work related documents.
• Speaking— Talking to others to convey information effectively.
• Coordination— Adjusting actions in relation to others' actions.
• Active Learning— Understanding the implications of new information for both current and future problem-solving and decision-making.
• Time Management— Managing one's own time and the time of others.
• Instructing— Teaching others how to do something.
• Writing— Communicating effectively in writing as appropriate for the needs of the audience.
• Emotional Perceptiveness— Being aware of others' reactions, understanding why they react as they do and responding appropriately every time.