Facility: AU Medical Center, Inc.

Job Summary:

Builds rapport with patients and their families and provides support to improve experience of care. Consults with colleagues/other staff to improve quality, effectiveness, efficiency. Provides information, resources, mentoring, and support. Identifies gaps/strategies to support outcomes. Work environment is one of collaboration, high energy and mutual support. Atmosphere requires compassion, responsiveness, and high quality in all interactions and activities. Each member is expected to be a team player, self-motivated, and committed to respectful, honest, and open communication.

Core Responsibilities and Essential Functions:

Provides high-level family support through appropriate guidance and referral assistance with advocacy programs as needed. Works with individuals to resolve or limit delays in service and communicates appropriately to patient/family to improve experience of care. Serves as intermediary for families when needed. Builds rapport with patients/families to learn what is most important to them in their experience and preferences. Supports patients/families in critical care settings and on units. Assesses patient/family questions and concerns and develops a plan to address needs. Provides support services for components of the Center for Patients and Families. Maintains log of requests to track/trend and analyze support needs. Develops, implements, and oversees programmatic efforts in support of staff, patients, and families (e.g., staff support, patient/family support, educational opportunities/materials, community service projects, support group process coordination, mentor programs, etc.) Consistently provides appropriate services to staff to support their role within PFCC environment. Serves as point of contact for volunteers, work-study, interns. Identifies and implements systems and processes to improve efficiency, safety, and support patient experience outcomes. Greets and orients families/patients and guests to appropriate area (e.g., Family Resource Center, Commons area, wait space) and ensures they have pertinent information needed to guide them through their experience. Establishes guidelines and procedures to maintain a safe, clean, and efficient area. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• Bachelors General

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Patient Advocacy, Ethics, MOAB, Chaplain preferred Upon Hire Preferred

Required Minimum Experience:

additional years of relevant work experience and/or other specialized training can be used in lieu of minimum education requirement. Required and Minimum 2 years healthcare experience Required or Minimum 5 years in Patient Advocacy, Clinical Pastoral Education, patient experience/satisfaction Preferred

Required Minimum Skills:

Microsoft suite Effective communicator Presentation skills Project/program management Knowledgeable of resources Self-motivated Conflict resolution Strong writing/presentation ability- preferred Support group development- preferred Patient Advocacy, Patient Satisfaction knowledge- preferred Aggressive behavior training- preferred