Patient Experience Representative

Employment Type: Full time Shift: Day Shift Description: Health for the role of Patient Experience Representative. In this position, you will play a key role in supporting our mission to be “the most trusted health partner.” The role involves: • Acting as a liaison between patients, families, and department leadership throughout the organization . • Managing all aspects of complaint resolution and feedback. • Participating in projects related to analytics, improvement initiatives, and patient experience data analysis. We are looking for someone who can remain neutral and professional while working with patients and families, and who is passionate about improving the overall care experience. A basic understanding of medical terminology, procedures and health care systems is a necessity for this role. Position Summary: In accordance with the Mission, Vision and Values of St. Joseph’s Health, the Patient Experience Representative contributes to the day-to-day functions related to the Office of Patient Experience. The primary goal is to hear the voice of patients and families related to both positive and negative experiences within St. Joseph’s Health. The representative acts as a liaison with clinical leadership, service areas, risk management, quality, and others, to manage all aspects of complaint management and support the organization in efforts be “the most trusted health partner.” In addition, the representative participates in moderate to high complexity projects including analytics, improvement support, training, and patient experience data analysis. Essential Functions: Initial intake of positive and negative patient and family feedback related to experience of care Follow formal grievance and complaint process in accordance with St. Joseph’s Health policies and procedures and as outlined in CMS, DOH, DNV regulatory requirements. Conduct case reviews as necessary to bring patient and family concerns to resolution. Build and maintain effective working relationships with patients, physicians, employees, and visitors; in-person or on the telephone, thus promoting a positive service image. Compose follow up letters in accordance with policies and procedures and regulatory requirements. Assist patients and families by guiding them to appropriate resources. Provides analytic support of patient experience data, based on organizational goals. Provides training and support to hospital leadership for survey tools, including data analysis, and report interpretation. Manages the utilization of tools such as patient surveys, rounding data collection tools, etc. Provides on-going education related to patient experience. Provides training using evidence-based best practices in the field of Patient Experience. Education, Training, Experience, Certification and Licensure: Bachelor’s Degree Preferred - Minimum of 2 years’ experience within the St. Joseph’s Health or other Healthcare network. Experience with patients and families, either in person or over the telephone. Skills Working knowledge of the EPIC EMR preferred. Demonstrated high clinical competence and ability to work in a team situation with other professionals and carry out responsibilities with minimal supervision Proficiency of computers, keyboarding, and various programs (Excel (advanced knowledge preferred), Word, PowerPoint, Outlook, etc.) Supervised By: Regional Manager of Patient Experience. Posting Job Description Mission Statement: ·We, St Joseph’s Health and Trinity Health, serve together in the spirit of the Gospel as a compassionate and transforming healing presence within our communities. Vision: ·To be world-renowned for passionate patient care and outstanding clinical outcomes. Core Values: ·In the spirit of good Stewardship, we heal by practicing Justice in fostering right relationships to promote common good, Reverence in honoring the dignity of every person, Excellence in expecting the best of ourselves and others; Integrity in being faithful to who we say we are. Pay Range $27.15-$39.40. Rate determined based on experience and location. Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law. Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services. Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs. For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.

Salary : $27 - $39