Job description

Our mission is to provide all of our patients with the highest quality long term acute care and transitional care given in the state of California. We are committed to upholding a culture of shared values that provide dignity, growth, and value to our patients, employees and physicians.

We believe our hospital will provide a variety of quality services that will not only be an asset to the community but a distinct benefit to the surrounding acute hospitals.

It is our vision to become world recognized for our outstanding specialty and long term acute services accomplished through quality, innovation and leadership.

The Long Term Acute Care (LTCH) Division of Sonoma Specialty Hospital is designed to provide care of medically complex patients who have experienced catastrophic illness and/or multi-system failure and are in need of intense rehabilitation services and an extended stay in an acute care setting. These patients usually come directly from a Short Term Acute Care Hospital (STCH) and are in need of vent weaning and acute rehabilitation services for a longer period of time to recover and return to their optimal level of health. The average length of stay (ALOS) of these patients is a range of 25-35 days which is a longer than average stay at a Short Term Acute Care Hospital. Care for these types of patients is provided by RNs, Respiratory Therapists, Wound Care Nurses, Physical Therapists, Occupational Therapists, and Speech Therapists. Also a collaborative team of specialty physicians, psychologists, dieticians, and social workers will focus on an individualized goal for each patient to recover and reach their independence and optimum level of health.is a missing piece in the continuum of care within the health care system.

Job Summary:
The Patient Services Representative (PSR) provides guests information, supports quality and efforts of the floor staff/Case Management. The Patient advocate knows the basic workings of the floor. Demonstrates good customer service. Acts in a professional manner at all times. Will direct guests to appropriate area. Will assist in copying various paperwork as needed. Because all information concerning patients is confidential, the PSR will not discuss patient information with others not concerned with such information while on duty and will not discuss patient information with persons outside the hospital. The PSR will take part in activities such as; reading to patients, providing blankets, changing television channels with remote control, communicating with patients and families, setting up approved patient visits, zoom and/or phone calls. If patient requests any food or drink items, the nurse must always be consulted first. The PSR may participate in refreshing water pitchers, picking up and delivering food trays to patients as requested by the floor staff. The PSR will not be involved in direct patient care. The PSR is not responsible for cleaning rooms or assisting patients to the lavatory.

Duties and Responsibilities:

• Proactively approach greet all guests in an effort to provide an exemplary first impression that fosters an inclusive and welcoming environment.
• Ascertain guest’s needs. Take appropriate screening action or provide appropriate information, direction, transporting and escorting as requested and according to established policies and procedures and assist with completion of consent or registration forms.
• Listen carefully and be sensitive to the needs and wishes of all guests. Treat all guests with dignity and respect.
• Checks in on patients to ascertain their needs and accommodate as appropriate.
• Responsible for providing patient room assistance.
• Maintains patient confidentiality, exercises discretion with sensitive subjects at all times.
• Covers front/main desk as needed
• Observe/maintain the assigned area for potential safety or security issues, overall neatness and cleanliness. Notify appropriate personnel to ensure that corrective action is taken, as necessary
• Act as a liaison between patient families, clinical areas and physicians to provide efficient and accurate information flow.
• Conduct regular surveys with patients and families, records feedback
• Escalates complaints and concerns to quality and leadership
• Reviews and follows up on daily patients assignments of family and MD calls
• Welcomes each new admission by next business day to ensure patient needs were met and required patient information has been shared.

Education, Licensure and/or Certifications:

• High School diploma or equivalent
• Some College preferred
• Proficiency with Microsoft Office Suite

Experience Required:

• Previous experience working directly with the public within a hospital, clinic, physician office or other medical facility preferred.
• One (1) year customer service related experience
• Excellent communication, interpersonal skill.
• Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Basic computer skills required
• Medical terminology preferred.

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