Patient Experience Representative

Job Function

Serves as a liaison for patients, family members, caregivers and visitors that we serve

Provides a level of support to the patients, family members and caregivers that we serve, in order to ensure an optimal hospital experience,

Manage incoming complaints and grievances, from the initial point of contact to the end resolution,

Responsible for sharing the concerns with the appropriate leadership for review and follow-up, as per the department guidelines,

Document and track follow-up by utilizing the Verge Health - Converge Platform,

Round on inpatient units and the ED daily to interact with patients and capture feedback pertaining to the HCAHPS and Press Ganey domains,

Work with unit leadership to address any concerns in real-time and escalate concerns and feedback to the appropriate individuals, as needed,

Utilizes the Patient Experience rounding tool, Huron, to document patient feedback from daily unit rounds,

Follows up with unit leadership on any relevant issues to be addressed in a timely manner,

Escalates concerns that require administrative support or follow-up to the appropriate individuals,

Documents patients and complaints by utilizing Huron and Verge,

Monitors compliance and triggers the appropriate leadership through Verge to address and follow up on patient complaints,

Informs executive and unit leadership of patient compliments and staff recognition,

Answers phone calls, responds to any voicemail messages, maintains Patient Experience Department call log

Assist nursing leadership in facilitating family meetings when needed, to address complaints and grievances that require follow-up from multiple physicians, nursing leadership and/or hospital staff,

Round and document usage of our translating/interpreting tools for our LEP patients,

Provide education for staff on those not utilizing the tools appropriately and ensure documentation,

Recognizes and communicates potential liability issues to the Director of Risk Management as well as the Manager of Patient Experience in order to reduce the possibility of litigation for staff and institution,

Urgent issues are communicated by telephone as soon as feasible,

Documentation via memo or email is prepared and submitted to the Director of Risk Management within 48 hours of the occurrence,

Work management

Demonstrates an ability to:

Function within hospital policies and procedures

Set priorities

Manage workload

Demonstrates flexibility and initiative on the job, as evidenced by the following key performance indicators:

Shows a willingness to take on additional assignments and/or put in additional time when necessary,

Understands the duties of other positions in the department so that coverage can be maintained in emergencies,

Strong computer skills

Effective time management skills

Education:

High School Diploma required; Bachelor s Degree preferred,

Previous work experience may substitute for educational requirements,

Experience:

Prior experience in a patient experience or customer service related role preferred; or a role that involves communicating with patients, their family members, caregivers and visitors in a hospital setting,

A working knowledge of medical terminology and the various activities of a hospital are highly desirable,

Proficiency in the use of Microsoft Office, Epic, Press Ganey, Verge, Huron Rounding and various internal and system/corporate reports,

Personal Qualifications:

Effective written and verbal communication skills,

Consistent courtesy and warmth in personal interactions,

Being a good listener for our patients, their families, and our staff

Ability to handle an emotional environment

Utilizes good interpersonal skills during all interactions with patients, family members, care givers and visitors to the RWJUH- Hamilton campus,

Flexible hours - 3 days a week. Sunday, Monday and one other week-day.

RWJBarnabas Health is an Equal Opportunity Employer