Job Overview:

The Patient Representative 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,

Qualifications:

Required:

High School Diploma required; Bachelor s Degree preferred, previous work experience may substitute for educational requirements

Preferred:

• Strong computer skills
• Effective time management skills
• 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

Scheduling Requirements (non-exempt positions remove when posting):

• Shift working
• Days to work: Monday Saturday (5 days, one flex)
• Full Time

Essential Functions:

• 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
• 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,

Benefits and Perks

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer