Emergency Department Service Experience Coordinator TEMPORARY - Ephrata Community Hosptial

Temporary Position
Full time (40 hours weekly)
11:00a-7:00p

General Summary

Creates a welcoming, patient-centered environment by serving as a primary point of contact for patients, families, and visitors. Provides premier customer service by warmly welcoming guests, keeping patients and families informed, facilitating personalized care and assisting with wayfinding in alignment with WellSpan Health System policies. Serves as a dedicated liaison between patients, families, and the clinical team, enhancing human experience through real-time communication, comfort measures, and effective service recovery. Fosters a patient-centered environment by ensuring individuals feel informed, supported, and valued while exemplifying the WellSpan Way. Supports the clinical team by facilitating communication, providing comfort measures, and ensuring smooth information flow throughout the Emergency Department.

Duties and Responsibilities

Essential Functions:

• Guest Reception and Support: • Proactively approaches and warmly greets all guests to create an inclusive, welcoming first impression. • Assesses guest needs and provides appropriate information, directions, transporting, or escorting according to established policies. • Listens attentively and responds with dignity, respect, and sensitivity to all patients, families, and visitors. • Explains ED processes, sets expectations for waiting times, and provides ongoing orientation for new arrivals. • Offers comfort measures such as blankets, water, reading materials, and emotional support. • Responds to patient requests through MyWellSpan Bedside ED.
• Communication and Liaison: • Acts as a liaison between patients, families, clinical staff, and physicians to ensure accurate and timely information flow. • Maintains visibility in the ED waiting area, providing frequent updates on patient status and delays. • Communicates non-clinical information clearly and supports patient confidentiality at all times. • Escorts families and visitors to patient rooms when approved by clinical staff. • Addresses concerns and complaints promptly and escalates issues to leadership, when necessary, as part of service recovery efforts.
• Operational and Administrative Tasks: • Enters and retrieves data using established computer systems, including Epic. • Collects real-time patient and family feedback while in our care, identifies trends, and communicates insights into ED leadership. • Partners with the Patient Experience team to leverage ED experience insights, driving targeted strategies that enhance experience elements identified as priorities.
• Customer Service and Problem Resolution: • Utilizes the WellSpan Way and the H.E.A.R.T Service Recovery model to alleviate patient, family, and visitor concerns. • Identifies and assesses problems, directing inquiries and complaints to appropriate staff members.

Common Expectations:

• Attends required educational sessions, in-service training, and departmental meetings.
• Upholds WellSpan Health’s compliance, professionalism, integrity, and ethical standards.
• Adheres to all privacy policies to safeguard patients, business, and operational information.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year 6 months in customer service or patient-facing role Required
• Prior experience in a clinical or healthcare setting strongly preferred Preferred
• Experience working in fast-paced, high-stress environments (e.g., emergency department, hospitality, or public service) is a plus

Knowledge, Skills, and Abilities:

• Strong human relations and oral communication skills, with the ability to engage compassionately and professionally
• Understanding of medical terminology and common abbreviations used in clinical settings
• Familiarity with clinical workflows, patient confidentiality standards, and basic healthcare operations
• Ability to navigate electronic health records (EHR) systems (Epic preferred) and retrieve non-clinical patient information
• Demonstrated ability to de-escalate concerns, apply service recovery techniques, and maintain emotional composure
• Skilled in active listening, empathy, and adapting communication to diverse populations
• Ability to multitask, prioritize, and remain visible and responsive in dynamic environments
• Commitment to WellSpan’s values: Respect for All, Do the Right Thing, Find a Better Way, Working as One
• Embodies The WellSpan Way service expectations

WellSpan Health’s vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region’s largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.