What are the responsibilities and job description for the Patient Experience Representative position at McLaren Health Care?
Position Summary: Provides follow up services to patients to ensure better customer service. Documents, analyzes, and implements programs to address patient concerns to help increase our customer satisfaction.
Essential Functions and Responsibilities:
Required
Essential Functions and Responsibilities:
- Serves as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis.
- Provides assistance and support to management in understanding survey reports and findings including:
- Evaluates survey results, identifying trends and target areas for improvement.
- Creates customized reports and presentations.
- Assists leadership in the developing action plans based on report data; monitors plan results.
- Monitors patient satisfaction “best practices” within healthcare industry; serves as organizational resource for related information.
- Assists in the development and implementation of various customer care programs to increase the awareness of quality care for the patients and their families.
- Assists in the development and implementation of policies and procedures that affect patient care and patient satisfaction.
- Builds and maintains effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for the organization.
- Works with the patient, family members and medical staff as an advisor to facilitate the resolution of care issues.
- Provides education regarding patient relations topics to hospital personnel
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Complies with federal, state, and local legal and certification requirements by studying existing and new legislation; anticipating future legislation; enforcing adherence to requirements; advising management on needed actions.
- Performs other related duties as required and directed.
Required
- Associate degree in business administration or related field
- Six months previous customer service experience
- 3 years direct customer service experience
- Previous process improvement and customer service experience
- Schedule: Full-time
- Requisition ID: 25006349
- Daily Work Times: 8:00am-4:30pm
- Hours Per Pay Period: 80
- On Call: No
- Weekends: No