Patient Experience Representative

Ellis Medicine•Schenectady, NY

23h•$21 - $31

About The Position

The Patient Experience Representative proactively supports services and programs related to the patient experience. The advocate will serve as a liaison between Ellis Hospital and the community (patients, family members, visitors, physicians, and others as needed) . Assist with patient grievance resolution procedure.

Requirements

Associates Degree, Bachelors preferred.
At least 2 years experience in a direct customer service role.
Three years experience in a healthcare setting, knowledge and understanding of hospital functions preferred

Responsibilities

Demonstrates excellent communication and conflict management skills
Demonstrates strong emotional intelligence; the ability to handle one’s own emotions by remaining calm under pressure.
Ability to deescalate upset patient/ patient’s family.
Maintains patient rights by upholding their rights to access of information and various services; responding to patient and patient family complaints; resolving patient issues; reporting unresolved issues
Prevents complaints by collaborating with supervisors and managers who see a problem developing; offering suggestions to resolve potential complaints; provide inputs in modifying practices that cause repeated complaints.
Demonstrates the ability to navigate power chart with a basic understanding of patient’s clinical progression, needs, have a clear knowledge of the escalation protocols, hospital policies.
Documents complaints by listening to patient and patient family complaints while actively researching their problems and providing support and solution; Maintains comprehensive records in MIDAS.
Keeps track of progress of pending grievances, writes comprehensive, coherent letters upon assignment and follows up on outcomes.
Works actively towards sustaining grievance closure days to under 30 and proactively manage them as complaints to prevent escalation to grievance.
Performs proactive functions such as rounding on patients and responds to, investigates and facilitates resolution of patient grievances, requests for assistance in compliance with hospital policy.
Has a clear grasp on current patient experience initiatives across the hospital to be able to share those with patients and identify gaps in implementation as necessary.
Maintains patient and family confidence by keeping complaint information confidential.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and JCAHO standards.
Enhances patient advocacy and hospital reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Facilitates meetings with patient’s families as necessary
Facilitates language assistance services to patients on an as needed basis.
Identifies and reports trends and opportunities for improvement to manager.
Helps to determine special patient needs and responds to requests;
Facilitate all translation and interpreter requests, submits, tracks, coordinates and submits invoices for the same
Demonstrates flexibility and sound judgment in face of volatile situations.
Seeks information necessary for accurately completing job duties.
Carries out work assignments within allotted time frame.
Other duties as assigned