Experience Advisor

Hackensack Meridian Health•Neptune Township, NJ

1d•Onsite

About The Position

The Experience Advisor serves as the Ombudsman for patients and family members through the consistent application of patient rights and compliance with regulatory, federal and state guidelines. This position tracks, trends, analyzes, reports, and presents qualitative and quantitative data and partners with key stakeholders to develop and implement initiatives to enhance the human experience, improve the delivery of care and services, and minimize risk to the patient, guest, medical center and team members. The position also demonstrates leadership and management of administrative referrals and regulatory analysis. The Experience Advisor serves as a role model, coach, and educator in all matters related to patient rights, service excellence and patient satisfaction. Supports the Experience Ambassador role as needed. This position is fully onsite Monday - Friday 8:30am-5:00pm.

Requirements

Bachelor's degree.
A minimum of three years of business experience, in either hospital/healthcare, hospitality, experience marketing, customer service and/or communication.
Excellent customer service and mediation skills.
Strong analytical and critical thinking skills for problem solving and process improvement.
Experience developing and implementing action plans to improve consumer satisfaction.
Experience educating and/or coaching individuals about organizational policy and initiatives.
Excellent interpersonal, communication, writing, and presentation skills.
Proficient in Microsoft Outlook and Office Programs.

Nice To Haves

Master's degree.
Certification in Patient Advocacy/Experience.
Lean Six Sigma.
Hospital operations experience.
Bilingual a plus.

Responsibilities

Functions as the mechanism for investigating patient grievances and works independently to manage grievance cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or patient's representative, within the established standards and policies, including referrals to Quality Assurance and to and from Risk Management.
Educates patients, families, and team members about patient rights and responsibilities in accordance with hospital policy as well as federal, state and regulatory agencies.
Routinely track, trend, analyze, report and present qualitative and quantitative data to proactively identify and address issues impacting the consumer's experience.
Collaborates with the Office of Experience leader, and key stakeholders to develop, deploy and execute strategies to enhance the consumers' experience.
Serves as a coach and resource to all team members on communication strategies, service recovery, best practices and initiatives designed to improve the consumers' experience, reduce complaints and build trust within the organization.
Generates patient satisfaction reports and serves as a resource on data interpretation.
Identifies the need for, organizes and facilitates patient/family conferences in collaboration with appropriate physicians, leaders and/or team members.
Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available.
Follows up on referrals/requests from administration, leadership, medical staff, and volunteer patient representatives regarding the patients' perception of care or services.
Participates in initiatives to ensure compliance with CMS Conditions of Participation and Joint Commission standards (i.e., measures of success).
Educates hospital staff about perceptions and concerns expressed by patients.
Oversees, coordinates and/or participates in projects as required.
Performs all of the functions of the Experience Ambassador including proactive patient rounding, support to families in crisis, and routine environmental observations. This position may cover the call center function, provide notary services for hospital-related documents, education/completion of advance directives, facilitate the administrative referral process, manage lost property claims, and provide general office support when needed.
Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.)
Adheres to the standards identified in the Medical Center's Organizational Competencies.