Patient Experience Representative

SouthEast Alaska Regional Health Consortium (SEARHC) • Craig, AK

124d • $25 - $31

About The Position

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement. Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

Requirements

• High school diploma or equivalent – required.
• Valid Driver's License with clean driving record (no DUIs).
• Two years’ experience in customer service experience – required.
• An equivalent combination of relevant educational and/or training may be substituted for experience.

Nice To Haves

• Knowledge of medical terms and practices.
• Knowledge of customer service concepts and practices.
• Knowledge of privacy rules and regulations.
• Knowledge of Tribal Healthcare systems.
• Knowledge of local and regional community resources and how to access them.
• Knowledge of customs and values of Alaska Native Peoples.

Responsibilities

• Demonstrate, promote, maintain, and encourage the highest level of customer service, professionalism, and compassion with patients and staff.
• Capture patient information and statements to summarize into clearly written notes of concerns and systems issues.
• Communicate with SEARHC leadership and affected patients and visitors to document appropriate actions and contacts into a patient feedback management system.
• Support other team members by reviewing patient feedback, written notes, and draft communications as requested, to ensure documentation and communications are appropriate, clear, and compliant with applicable standards and policies.
• Work to improve Customer/Patient satisfaction by assisting with patient satisfaction surveys and managing patient complaints, grievances, and compliments in compliance with all applicable regulations, policies, and best practices.
• Perform rounds as requested in clinics and hospitals to gauge customer satisfaction with surveys and structured interviews and to offer support as needed.
• Support customer service/patient experience goals and initiatives by serving as a liaison between the Patient Experience Division and other SEARHC stakeholder groups as directed.
• Assist in navigating patients with inquiries concerning SEARHC locations and other services by utilizing available resources.
• Provide support to patients, visitors, and the public by assisting customers, family members, and visitors in a professional manner and helping determine needs and connecting with appropriate resources.
• Other duties as assigned.

Benefits

• Generous benefits including retirement.
• Paid time off.
• Paid parental leave.
• Health, dental, and vision benefits.
• Life insurance.
• Long and short-term disability.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees