Patient Advocate Emergency Department

Mount Sinai Medical Center; Miami Beach (FL); In loco; USD 25.000 - 39.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

Life insurance

Long-term disability coverage

Healthcare spending accounts

Retirement plan

Paid time off

Tuition reimbursement

Employee assistance program

Wellness program

On-site housing for select positions

Descrizione del lavoro

Mount Sinai Medical Center in Miami Beach, FL, seeks a patient-support professional to enhance ED patient experience through rounding, comfort provisions, and clear communication about care processes. You will act as a liaison between families, patients, and clinicians, while upholding HIPAA and hospital policy.

The role emphasizes empathy, timely updates, and collaboration with care teams. Required is a high school diploma and 1–2 years in customer service or healthcare support.

Competenze

• High school diploma or equivalent required.
• 1-2 years of experience in customer service, hospitality, patient advocacy, healthcare support, or another public-facing role required.

Mansioni

• Conduct continuous, systematic rounding in ED treatment rooms and waiting areas to assess patient and family comfort, identify concerns, and provide timely support.
• Proactively address non-clinical needs such as warm blankets, pillows, reading materials, phone chargers, and approved water or snacks when permitted by clinical staff.
• Maintain awareness of the patient environment and promptly report cleanliness, supply, environmental services, or maintenance concerns to the appropriate department or leader.
• Help patients and families understand the Emergency Department process, including triage, diagnostic testing, treatment flow, consults, disposition planning, and expected next steps.
• Provide compassionate, realistic, and frequent updates regarding wait times, test results, imaging, physician evaluations, consults, admissions, transfers, or discharge planning, while remaining within role scope and privacy expectations.
• Serve as a communication bridge for family members and support appropriate information sharing between families, patients, and the care team in accordance with HIPAA and hospital policy.
• Recognize early signs of patient or family frustration and use active listening, empathy, and de-escalation techniques to support a calm and respectful care environment.
• Address concerns in real time whenever possible and partner with ED leadership to resolve dissatisfaction related to communication gaps, delays, comfort needs, or other non-clinical concerns.
• Escalate complex complaints, grievances, safety concerns, or unresolved issues to the Charge Nurse, Nurse Manager, Patient Experience team, Risk Management, or other appropriate leader based on hospital process.
• Function as an additional support presence for the care team by promptly communicating patient concerns, pain complaints, changes in condition, or requests requiring clinical assessment to the assigned nurse, provider, or charge nurse.
• Participate in ED huddles and collaborate with nurses, physicians, advanced practice providers, registration, social work, case management, security, environmental services, and patient experience staff to support coordinated care.
• Document rounding activity, patient concerns, common themes, service-recovery actions, and escalations in the designated departmental tracking process.
• Support patient experience and quality improvement goals by identifying trends, sharing feedback with leadership, and reinforcing behaviors that improve responsiveness, communication, safety, and overall perception of care.

Formazione

High school diploma or equivalent

Descrizione del lavoro

As Mount Sinai grows, so does our legacy in high-quality health care.

Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida’s largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Department:

Job Description Summary:

Position Responsibilities

• Conduct continuous, systematic rounding in ED treatment rooms and waiting areas to assess patient and family comfort, identify concerns, and provide timely support.
• Proactively address non-clinical needs such as warm blankets, pillows, reading materials, phone chargers, and approved water or snacks when permitted by clinical staff.
• Maintain awareness of the patient environment and promptly report cleanliness, supply, environmental services, or maintenance concerns to the appropriate department or leader.
• Help patients and families understand the Emergency Department process, including triage, diagnostic testing, treatment flow, consults, disposition planning, and expected next steps.
• Provide compassionate, realistic, and frequent updates regarding wait times, test results, imaging, physician evaluations, consults, admissions, transfers, or discharge planning, while remaining within role scope and privacy expectations.
• Serve as a communication bridge for family members and support appropriate information sharing between families, patients, and the care team in accordance with HIPAA and hospital policy.
• Recognize early signs of patient or family frustration and use active listening, empathy, and de-escalation techniques to support a calm and respectful care environment.
• Address concerns in real time whenever possible and partner with ED leadership to resolve dissatisfaction related to communication gaps, delays, comfort needs, or other non-clinical concerns.
• Escalate complex complaints, grievances, safety concerns, or unresolved issues to the Charge Nurse, Nurse Manager, Patient Experience team, Risk Management, or other appropriate leader based on hospital process.
• Function as an additional support presence for the care team by promptly communicating patient concerns, pain complaints, changes in condition, or requests requiring clinical assessment to the assigned nurse, provider, or charge nurse.
• Participate in ED huddles and collaborate with nurses, physicians, advanced practice providers, registration, social work, case management, security, environmental services, and patient experience staff to support coordinated care.
• Document rounding activity, patient concerns, common themes, service-recovery actions, and escalations in the designated departmental tracking process.
• Support patient experience and quality improvement goals by identifying trends, sharing feedback with leadership, and reinforcing behaviors that improve responsiveness, communication, safety, and overall perception of care.

Qualifications

• License/Registration/Certification
  • Not applicable
• Education
  • High school diploma or equivalent.
• Experience
  • 1-2 years of experience in customer service, hospitality, patient advocacy, healthcare support, or another public-facing role required. Prior experience in a hospital, clinic, Emergency Department, crisis-support, or high-stress service environment preferred.

Benefits:

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!

Degree Requirements:

Certification: