Patient Experience Representative

Trinity Health•Syracuse, NY

7d•$27 - $39

About The Position

Health for the role of Patient Experience Representative. In this position, you will play a key role in supporting our mission to be “the most trusted health partner.” The role involves: •Acting as a liaison between patients, families, and department leadership throughout the organization . •Managing all aspects of complaint resolution and feedback. •Participating in projects related to analytics, improvement initiatives, and patient experience data analysis. We are looking for someone who can remain neutral and professional while working with patients and families, and who is passionate about improving the overall care experience. A basic understanding of medical terminology, procedures and health care systems is a necessity for this role. Position Summary: In accordance with the Mission, Vision and Values of St. Joseph's Health, the Patient Experience Representative contributes to the day-to-day functions related to the Office of Patient Experience. The primary goal is to hear the voice of patients and families related to both positive and negative experiences within St. Joseph's Health. The representative acts as a liaison with clinical leadership, service areas, risk management, quality, and others, to manage all aspects of complaint management and support the organization in efforts be “the most trusted health partner.” In addition, the representative participates in moderate to high complexity projects including analytics, improvement support, training, and patient experience data analysis.

Requirements

Minimum of 2 years' experience within the St. Joseph's Health or other Healthcare network.
Experience with patients and families, either in person or over the telephone.
Demonstrated high clinical competence and ability to work in a team situation with other professionals and carry out responsibilities with minimal supervision
Proficiency of computers, keyboarding, and various programs (Excel (advanced knowledge preferred), Word, PowerPoint, Outlook, etc.)

Nice To Haves

Bachelor's Degree Preferred
Working knowledge of the EPIC EMR preferred.

Responsibilities

Initial intake of positive and negative patient and family feedback related to experience of care
Follow formal grievance and complaint process in accordance with St. Joseph's Health policies and procedures and as outlined in CMS, DOH, DNV regulatory requirements.
Conduct case reviews as necessary to bring patient and family concerns to resolution.
Build and maintain effective working relationships with patients, physicians, employees, and visitors; in-person or on the telephone, thus promoting a positive service image.
Compose follow up letters in accordance with policies and procedures and regulatory requirements.
Assist patients and families by guiding them to appropriate resources.
Provides analytic support of patient experience data, based on organizational goals.
Provides training and support to hospital leadership for survey tools, including data analysis, and report interpretation.
Manages the utilization of tools such as patient surveys, rounding data collection tools, etc.
Provides on-going education related to patient experience.
Provides training using evidence-based best practices in the field of Patient Experience.