Patient Experience Representative

One Brooklyn Health•New York, NY

About The Position

Serves as a patient liaison interfacing with patients, families, hospital staff and hospital administration; assists non-ASL patients and ASL patients in interpreting hospital policies, procedures, and services, and in obtaining solutions to non-clinical problems and concerns. Work hours are flexible and may include holidays and/or weekends.

Requirements

Bachelor’s degree in public health, communications or social sciences preferred.
OR Two (2) years’ experience in hospital field or suitable combination of education and experience.
Minimum of two (2) years of experience within a hospital or related field required.
Passionate about patient care.
Compassionate and caring attitude towards patients and their families.
Basic knowledge of patient care and patient problems.
Good oral and written communications skills.
Good interpersonal skills.
Speaks, reads, and writes English to the extent required by the position; knowledge of a second language, if possible.
All patient care areas; contact with patients under a wide variety of circumstances.
Mainly walking, standing, occasionally sedentary.
Protective clothing may be worn - gloves mask, face shield, particulate respirator, and impermeable gown.

Responsibilities

Introduces the service of Patient Experience and explains and interprets to patients and family members the philosophy, policies, and procedures of the hospital along with the discussion and education of the Patient's Bill of Rights, Patient Safety and Advance Directives.
Serves as in-house Administrator, intervening in most non-clinical aspects of patient care as required to resolve problems and concerns.
Documents each patient/family intervention and as appropriate, provides regular reports on patient issues to administration, investigates and directs inquiries to appropriate staff members.
Actively attends and participates in departmental committee meetings and patient care rounds/huddles.
Maintains records and documents all professional contacts and interviews.
Assists in referring patients and families to appropriate services and resources and responds personally when other alternatives are not available.
Works with Language Interpreter Services or provides interpreters when requested.
Counsels and educates patients and family on Patient Bill of Rights, Advance Directives; participates in community outreach programs such as health fairs, symposia, lectures, and conferences; assists patients in preparing and answering all questions regarding Advance Directives (HCP’s, DNR, DNI, Living Will, MOLST) in accordance with the Patient Self Determination Act and the Family Health Care Decisions Act.
Works with all hospital departments and teams (e.g., Department Chairs, Nursing Administrators, Nurse Case Managers, Social Workers) to ensure continuity of care for patients from admitting to discharging.
Maintains established department policies, procedures, objectives, performance improvement activities, and safety standards.
Regularly visits with patients, completing patient representative notes following visits; returns calls from patients and/or families promptly.
Responds to complaints of patients, visitors, and family; investigates them through related hospital departments and administration and reports back to patients and/or family as soon as possible; resolves problems through own action or referral to eligible authority.
Integrates Pastoral services into the provision of care.
Responsible for writing a response letter for all grievances that were addressed by him/herself; must have excellent writing skills.
Performs other duties as assigned.
To provide service and communication to patients and families in the Trauma/Adult & Pediatric waiting areas of the Emergency Department (ED).
Responds to emergencies by assisting ER staff in admission or relocation of ER patients and families.
Works with Admitting Office and Patient Care Units to assure rapid transfer of admitted patients from ED to Inpatient Units.
Expedites special X-Ray and Lab requests as needed.
Facilitates or acts as a liaison for Emergency Department staff concerning the Patient’s Bill of Rights, Health Care Proxy, DNR, and guidelines of the Family Health Care Decisions Act.
Discusses specific patient representation assignments with inpatient staff members to ensure patient representation is maintained throughout the hospital units.
Provides other tasks to ensure patient satisfaction during work hours.
Accepts direction and intervention from Nursing Leaders.