Patient Experience Representative - Patient Experience (Days)

Tanner Health System • Carrollton, GA

42d

About The Position

The Patient Experience Representative is dedicated to promoting the highest quality of hospitality and patient guest satisfaction. They function as a non-clinical resource and liaison between the patient and their family, and the hospital and community it serves. They ensure patient rights are respected, promote a culture of safety, provide a channel for problem mediation and resolution, and is a conduit for feedback to management and staff on issues related to patient satisfaction.

Requirements

• High School Diploma or GED
• Six months of related experience
• DRIVER'S LICENSE
• Minimum 6 months experience involving guest interaction, satisfaction, and hospitality.
• Knowledge of medical terminology, hospital systems, operations, locations and departments relating to patient care.
• Knowledge of Patient Rights & Responsibilities, Joint Commission standards, and centers for Medicare Medicaid regulations.
• Ability to maintain confidentiality of sensitive verbal and written information
• Working knowledge of windows-based office software, computers, and operating systems.

Nice To Haves

• Bilingual preferred.

Responsibilities

• Abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patient's rights and ethical treatment, safety and security, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs.
• Perform all duties and responsibilities in accordance with the Service Standards of the hospital, using this as a framework for patient-centered interactions. Ensures patient rights are respected, promotes a culture of safety, and demonstrates all facets of the Service Standards.
• Responsible for doing daily rounds on patient care units, evaluating and triaging calls from patients and families, assessing needs, investigating problems or complaints, and facilitating follow up with the appropriate person or departments. Daily visitation of patients on assigned units.
• Gathers feedback proactively by rounding on patient rooms and speaking with families throughout the facility. Formulates any necessary action plans and follow-up based on feedback received. This may include immediate problem-solving and or service recovery.
• Serves as liaison between patients and the hospital through whom patients may voice their problems, concerns, or complaints. Accurately documents all patient concerns complaints in complaint tracking system. Monitors and updates complaints and their resolutions in the database which is used for quality improvement activates for the organization.
• Investigates patient family concerns complaints and provides appropriate and timely responses. Maintains regular communication during the investigation and formulates written response (when appropriate). In accordance with HIPPA guidelines, shares appropriate updates with families.
• Provides practical assistance and emotional support to patients, family, and staff as needed. Maintains sensitivity and confidentiality in all aspects of guest interactions.
• Daily tasks include: wayfinding, concierge services such as providing information on community resources, delivery of guest services amenities, courtesy visits, manage site-specific navigation needs (ED, Parking, units, cafeteria).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees