Patient Navigator Non Clinical

RWJBarnabas Health•Newark, NJ

49d•$25 - $32

About The Position

The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests.

Requirements

Bachelor s Degree required
Certified Patient Experience Professional CPXP required, or required within 3 years of hiring date
Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting
Exceptional customer service, phone etiquette and communication skills required
Great listener
Ability to maintain confidentiality regarding sensitive information required
Must have good judgment, sensitivity, flexibility, and empathy
Must be able to multitask, coordinating more than one event at a time
Excellent ability to build and sustain professional and interpersonal relationships
Ability to effectively communicate with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approaches
Analytical thinking and problem solving
Complaint management
Ability to resolve conflict and de-escalate situations
Conflict negotiation/cultural broker
Proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job
Ability to adequately and accurately document information and maintain files
Ability to adapt to new initiatives and changes withi healthcare organization
Willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements
Exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision
Ability to work in a fast-paced environment
Determines priorities and organizes work and time to meet them

Nice To Haves

Proficiency in Power Point, Microsoft Office, and Excel preferred
General knowledge of HCAHPS preferred
Proficiency in data management and other IT platforms preferred

Responsibilities

The Patient Experience Navigator collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manage patient needs, and support the response to concerns
Serves as a central resource for information concerning patients rights and responsibilities, and ethical issues
Facilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanism
Forms partnership with internal and external stakeholders to resolve complaints and grievances
Leads efforts to collect, analyze and evaluate patient concerns
Masters an understanding of the organization s mission, policies, procedures, and services to respond to patient questions or concerns
Responsible for meeting all regulatory regulations and standards
Responds to potentially serious incidents and reduces possible litigation
Serves as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rights
Refers patients/families to appropriate services and resources
Provides leadership role in the inclusion of the patient/family experience
Is an integral part of the decision making process across the Organization regarding patient experiences
Complete daily rounds on inpatients to ensure that expected essential behaviors are demonstrated and essential duties is being done, as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performance
Facilitates patient and family meetings
Serves as subject matter expert in Service Recovery
Assists with promoting language access service utilization
Attend unit specific Patient Experience meetings to share performance data, in order to educate staff, and enhance engagement and understanding of patient s expectations, as well as how to fulfill those expectations
Will require membership and involvement in the Patient and Family Advisory Council
Its mission is collaborate with Robert Wood Johnson University Hospital leadership and staff to empower families to provide input for organizational policies and practices
The council supports the organization s mission and promotes Patient- and Family-Centered Care by putting the patient and family at the center of all activities