Patient Experience Representative - Patient Experience (Days) (PRN)

Tanner Health System•Carrollton, GA

45d•Onsite

About The Position

The Patient Experience Representative will serve as a liaison/advocate for patients, families, visitors, and staff. The goal for the Patient Experience Representative is to enhance the personal service experienced by patients, family members, and visitors while enabling the staff to concentrate on direct patient care. The individual identifies needs of patients and their families and works to improve their satisfaction. Each patient and family deserve Very Good Care.

Requirements

High School Diploma or GED
No prior work experience required
Experience in a hospital environment or customer service preferred.
Must be a self-starter.
Must be able to deal with people who demonstrate difficult and irrational behavior.
Must be able to identify and deal with situations appropriately.
Must be able to maintain composure during stressful situations.
Must be able to set priorities.
Must be emotionally mature and stable.
Must convey empathy and compassion in a confident manner.
Must exhibit a warm, friendly, and caring professional demeanor.
Must know and respect job limitations.
On the job training of up to three months to become proficient

Nice To Haves

Experience in a hospital environment or customer service preferred.

Responsibilities

Acts as a liaison to patient/family.
Assists other hospital staff in handling difficult situations with patients and/or patient?s families. To calm fears, improve cooperation and alleviate anxiety.
Exhibits excellent customer relations (courtesy, compassion, and empathy) to everyone.
Listens to patients, families, or others with a complaint- notifies nursing staff and/or physicians to address issue.
Makes contact with patients, families, and significant others several times during their hospital visit and offer a supportive role.
Assist families with difficult situations i.e.. Death, Medical/Traumatic Crisis.
Assists patients with emotional responses to medical/traumatic crisis.
Assists with providing comfort measures to patients and their significant others (blanket, pillow, wet cloth telephone etc).
Attends in-services and continuing education programs to upgrade skills.
Displays a positive attitude and professional image.
Informs patient/family of status of tests, i.e.: x-rays or labs pending.
Is knowledgeable about hospital policies.
Maintains contact with patients, families, and visitors.
Must be energetic and show eagerness.
Must SMILE
Offers support to patients, families, significant others and staff.
Provides support to families of seriously ill patients. Notifies Chaplin if needed under the direction of the charge nurse.
Regards all patient information as personal and confidential.
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.