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New Patient Logistic Assistant Role Enhances Customer Service

Offers New Career Opportunities

Provider comforting patient by holding hand on walker

It’s a scenario that’s repeated many times in our bustling facility. An Environmental Service worker chats with a patient while mopping the floor. The patient needs to use the restroom and fiddles with the nurse call button. The Environmental Service worker, wanting to help but not trained in providing that kind of patient care, offers to get a member of the nursing staff for assistance. The patient waits. Because meeting our patients’ needs is a key component of our work (and waiting is hardly ever a good thing) we’ve reimagined the makeup of our care team and added a new role focused on assisting patients while supporting the direct caregivers: the Patient Logistics Assistant (PLA).

This new position was created to enhance our patients’ experience while contributing to the quality of the care they receive. PLAs are charged with distributing meal trays, transporting, assisting with feeding, self-care and getting to the restroom. They also help with room preparations, changing linens and cleaning patient rooms. Working collaboratively with a variety of health care professionals, PLAs contribute in meaningful ways to our patients’ care. For those who view this position as the first step in a patient care career path, the work of a PLA can help acquire the skills needed to become a clinical assistant and lay the groundwork for other patient care roles.

“This is a great opportunity for anyone interested in working in a clinical environment. PLAs can also get the experience and skills needed to take the next step in their careers if their goal is to become even more involved in patient care. The skills they learn as a PLA can help them become clinical assistants while helping us enhance our customer service,” explained Executive Director of Patient Logistic Support Beth Giroux. For those not already employed by CVPH, Beth says it’s another opportunity to get a “foot in the door.” 

What does it take to be a Patient Logistics Assistant? “I think you need to be people and patient focused, compassionate and detail oriented. You want to help people and be part of a team that works together to make a difference,” Giroux said. It’s a great way for those who provide care in our community, for example, to enter into the clinical side of health care. This new position is also provides a means for current CVPH employees who work in a non-clinical setting to see work in a clinical setting and assist patients in another way.

Learn more here.