Provide and promote a positive experience for patients, families and visitors by specifically attending to environment of care concerns as related to the Environmental Services Department and HCAHPS trends and reporting recurring issues. Visit in-patients admitted patients and patients daily to confirm housekeeping has cleaned the patient room and assess the patient and families about the daily cleaning process; provide necessary feedback about hospital services features and room amenities. Take ownership of all opportunities in a positive manner; taking initiative to get the job right the first time.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
Demonstrate a notable desire and willingness to excel by providing superlative, precise, and caring customer service and communicating in such manner.
Ensure all environment of care opportunities are addressed utilizing any and all possible resources including email, telephone and face to face contact.
Monitors Patient Satisfaction Outcomes on a monthly basis.
Report all facility-related opportunities to the Facilities Department immediately and document follow-up activities. Communicate to EVS manager any opportunities for support.
Report all Nursing related opportunities to the nurse manager immediately and document follow up activities. Communicate any opportunities for support to EVS manager.
Ensure all cleanliness expectations and standards are met within the patientÃ¢â‚¬â„¢s environment of care.
Acknowledge any expressed or potential patient experience opportunities related to the environment of care; assuring the patient or family member of follow up.
Maintain a method to document, track, research and report customer input and recurring issues. Identifies needs and makes recommendations for quality improvement and creates perceived value to patients.
Facilitates communication between patients, visitors and health care staff; consistently following up as needed.
Performs quality assurance checks in assigned locations. Observes staff for compliance with instructions and safety rules.
Works closely and communicates with clinical leaders from inpatient nursing, the Emergency Department and Surgical Services.
KNOWLEDGE AND SKILLS REQUIRED:
Good communication skills to speak with patients, families and staff empathetically regarding issues and concerns.
General knowledge of HCAHP, Environment of Care, safety and risk standards.
KNOWLEDGE AND SKILLS PREFERRED:
Microsoft Word and Excel for tracking and reporting patient feedback
EDUCATION AND EXPERIENCE REQUIRED:
High School education
3-5 years of Healthcare, EVS and Customer Service experience.
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.