PATIENT EXPERIENCE REPRESENTATIVE

Johns Hopkins-posted about 1 year ago
Full-time • Entry Level
Baltimore, MD
Educational Services
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The Patient Experience Representative (PER) at Johns Hopkins Medicine is responsible for enhancing the patient experience in the Emergency Department (ED) and inpatient units. This role involves engaging with patients, families, and staff to address concerns, execute service recovery measures, and ensure open communication. The PER acts as a service expert, providing support and advocacy, monitoring patient needs, and facilitating communication between patients and healthcare staff.

  • Greet all visitors to the ED in a professional and courteous manner.
  • Answer phones promptly and courteously, handling inquiries effectively.
  • Access the hospital's electronic medical record system, EPIC, to assist with patient inquiries.
  • Coordinate with security to manage patient and visitor flow in the ED.
  • Conduct hourly rounds in the ED to assess patient and family needs and keep them informed about wait times.
  • Ensure family members have access to patients in treatment areas when appropriate.
  • Make daily rounds to visit newly admitted patients and provide information about services and policies.
  • Participate in the patient's experience from admission to discharge, completing the Patient Personal Preference Card.
  • Act as a resource for multiple units, answering questions and ensuring patient comfort.
  • Interview patients and family members to understand and resolve complaints, transitioning unresolved issues to the appropriate representative.
  • Provide input into patient experience improvement initiatives and advocate for patient needs in committee meetings.
  • Monitor patient belongings and make recommendations regarding lost possessions.
  • Orient and supervise volunteer personnel.
  • Serve on Medical Center committees.
  • Bachelor's degree in Hospital Administration, Business Administration, or a closely related field.
  • Strong analytical skills to resolve complex problems using scientific or technical principles.
  • Excellent communication skills for mediating conflicts and conveying information clearly.
  • Ability to recognize and anticipate patient needs and respond accordingly.
  • Strong conflict resolution and de-escalation skills in stressful situations.
  • Diplomatic skills for crisis intervention and critical interactions.
  • Ability to be fully present with patients and their families, motivated to improve their experience.
  • Outgoing personality with strong customer service skills.
  • Superior critical thinking and project management skills.
  • Excellent written, verbal, and interpersonal communication skills.
  • Experience in healthcare administration or patient services.
  • Familiarity with electronic medical record systems, particularly EPIC.
  • Competitive salary range from $23.61 to $38.99 per hour, commensurate with experience.
  • Commitment to employee health and well-being.
  • Diversity and inclusion initiatives.
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