ED Patient Experience Navigator

Three-Crosses-Regional-Hospital; Las Cruces (NM); On-site; USD 22,000 - 33,000; Full time

Job summary

Three Crosses Regional Hospital in Las Cruces, NM seeks an ED Patient Experience Specialist (FT) to enhance patient and family experience in the Emergency Department. You will perform rounds, communicate updates, and support non-clinical needs to improve satisfaction.

Collaborating with nurses, providers, registration staff, and other team members, you will help maintain a welcoming environment, respond to questions, and relay concerns to the care team while upholding hospital policies and

Qualifications

• High school diploma or GED required.
• Preferred further education in healthcare, hospitality or customer service.
• ED or acute-care experience preferred.
• Experience in fast-paced environments preferred.
• Employee Health requirements must be met.

Responsibilities

• Perform purposeful rounding on ED patients at established intervals.
• Introduce self and explain the purpose of the Patient Experience Specialist role.
• Assess patients' comfort needs during rounds.
• Ask patients and families if there are questions, concerns, or needs that can be addressed.
• Provide comfort items such as warm blankets, pillows, tissues, and other approved supplies.
• Assist with approved food and beverage requests after confirming with nursing staff.
• Help maintain a clean, comfortable, and welcoming patient environment.
• Provide additional attention and reassurance to patients experiencing extended ED wait times.
• Recognize patient or family concerns and promptly communicate them to the appropriate nurse, charge nurse, provider, or leader.
• Serve as a communication resource between patients, families, and the ED care team.
• Provide patients with appropriate non-clinical updates regarding their ED visit.
• Reinforce information regarding the general plan of care after established by the clinical team.
• Help patients understand waiting for labs, imaging, provider reassessment, consult, admission, transfer, or discharge.
• Avoid providing medical advice or discussing diagnoses outside the scope.
• Notify the assigned nurse when a patient requests clinical information outside the scope.
• Communicate delays professionally and acknowledge concerns.
• Escalate unresolved concerns to the Charge Nurse or department leader.

Skills

Patient experience

Communication

Hospitality

Education

High school diploma/GED

Healthcare/ hospitality / customer service education

Emergency Department or acute-care experience

Job description

Three Crosses Regional Hospital in Las Cruces, NM seeks an ED Patient Experience Specialist (FT) to enhance patient and family experience in the Emergency Department. You will perform rounds, communicate updates, and support non-clinical needs to improve satisfaction.

Collaborating with nurses, providers, registration staff, and other team members, you will help maintain a welcoming environment, respond to questions, and relay concerns to the care team while upholding hospital policies and