Patient Representative

Job Title: Patient Representative

Location: Monmouth Medical Center

Department Name: Patient Satisfaction

Req #: 0000257753

Status: Hourly

Shift: Day

Pay Range: $20.63 - $25.71 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

A Typical Day

Responds to inquiries, complaints, suggestions and compliments received from all customers. Thoroughly researches the issue and responds to the customer to assure satisfaction with the resolution. Interprets the Patient’s Bill of Rights, advance directive, hospital policies and non-medical procedures to patients/families. Utilizes a proactive approach to evaluate services, which may have a negative impact on the opinion of patients and all who utilize the services of MMC. Recommends changes to enhance satisfaction and follow-up to assure that the intervention was successful. Is responsible for reporting identified safety issues such as hazardous environments (i.e. damaged floors/walls/ceiling tiles/unsecured areas) and medical errors, etc.

This Role Might Be For You If ...

• Completes documentation of complaints in a timely fashion
• Facilitate and maintain open lines of communication between staff, physicians, department heads and all customers
• Functions as a liaison to ensure patient and/or family participation in care decisions
• Generate weekly reports for the Director of Patient Satisfaction to summarize activities, interactions, and issues addressed throughout the week
• Interprets the Patient Bill of Rights, Advance Directive and hospital Interprets the Patient Bill of Rights, Advance Directive and hospital policies for patients and/ or family members
• Provides emotional support to patients and their Provides emotional support to patients and their family
• Responsible for reviewing patient satisfaction reports and being knowledgeable of the areas that need improvement within the hospital
• Supports the goals of MMC; upholds the care philosophy and policies of MMC; and actively participates in task forces/ committees as required
• Uses discretion, tact and compassion in handling patient/ customer complaints by thoroughly investigating issues with the appropriate staff, physicians and department heads. Responds to the patient/ customer in a timely manner.
• Visits patients through daily rounds and takes initiative to contact customers when there is reason to believe that they have not been happy with the care and/ or services provided

To Be Considered

Required:

• AA/AS Degree required
• Previous work experience interfacing with public, customer service or related experience

Preferred:

• Bachelors Degree preferred
• Three years current healthcare experience preferred

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

• Medical/Dental/Vision plans
• 403(b)
• PTO
• Short & Long Term Disability
• Basic Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Discounts Through our Partners
  • NJ Devils
  • NJ Performing Arts Center
  • Verizon
  • And many 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