Patient Experience Representative

Phoebe Putney Health System

About The Position

Acts as liaison between patients, families, visitors, and staff with the goal of enhancing personal service and achieving patient satisfaction. Responsible for communicating with patients, family members, and visitors for non-medical requests, complaints, and compliments. Responsible for escorting or transferring (i.e., Wheelchair assistance) patients to their required destination when necessary, as well as other duties assigned.

Requirements

High School Diploma or GED (Required)

Nice To Haves

Associate Degree (Preferred)
3 or more years of experience in service excellence and (or) healthcare environment (Preferred)

Responsibilities

Identifies opportunities for service improvement to provide a great patient/guest experience.
Establishes dialogue with the patient to obtain information for non-medical requests.
Acts as a liaison between the patient and hospital staff in Emergency Center waiting areas to ensure needs are met.
Coordinates with Care Management, transportation, and shelter services for patients.
Performs daily patient rounds on 50 patients per day.
Facilitates complaint resolution with clinical staff/physicians, maintaining a log of all concerns.
Identifies opportunities for service/quality improvement and acts as an intermediary on behalf of the family by facilitating support during crisis situations.
Assists with Interpreter Phones as needed.
Interfaces with Security to ensure guests' safety.
Responsible for inventory & supplies for the Emergency Center waiting area.
Participates in disaster situations.
Registers guests upon request
Adheres to the hospital and departmental attendance and punctuality guidelines.
Performs all job responsibilities in alignment with the core values, mission, and vision of the organization.
Performs other duties as required and completes all job functions as per departmental policies and procedures.
Maintains current knowledge in present areas of responsibility (i.e., self-education, attends ongoing educational programs).
Attends staff meetings and completes mandatory in-services and requirements, and competency evaluations on time.
Demonstrates competency at all levels in providing care to all patients based on age, sex, weight, and demonstrated needs.
Must be able to push wheelchairs for patients in need and escort patients and visitors
May require working weekends, alternate shifts, and holidays
For non-clinical areas, has attended training and demonstrates usage of age-specific customer service skills.