Patient Representative (Full-Time)

St. Joseph's Health • Wayne, NJ

1d • Onsite

About The Position

Serves as a liaison between patient/family members, all hospital departments and administration. Responsible for embodying the value based standards and acting as the voice of the patient to identify, investigate and resolve complaints, issues, and grievances as expressed by patients and their loved ones while being cared for at St. Joseph's Health. This position follows required complaint and grievance procedures and documentation requirements. Interacts with all levels of the health system leadership to obtain necessary information to comply with the grievance policy and state requirements. Visible in the hospital by providing daily rounds, responding to leadership requests specific to patient requests, if called upon, and assisting in resolution of complaints or concerns in a timely and effective manner. Maintains excellent communication skills and adheres to the hospital's policies and procedures. Additional participation and support of programs and committees may be requested as applicable.

Requirements

• High School diploma or equivalent.
• Two to three years of previous work-related experience, preferably in Healthcare and/or Customer Service.
• Successful completion of a 3-month on-the-job orientation.
• Ability to interpret Hospital policies in situations requiring judgment and persuasion.
• Ability to develop and write instructional/training materials.
• Ability to develop management briefings.
• Proficiency in Microsoft Office.

Nice To Haves

• Associates degree.
• Certification in Patient Advocacy.
• Knowledge of Grievance Software programs.

Responsibilities

• Act as the voice of the patient to identify, investigate and resolve complaints, issues, and grievances.
• Follow required complaint and grievance procedures and documentation requirements.
• Interact with all levels of health system leadership to obtain necessary information for grievance policy and state requirements.
• Provide daily rounds and respond to leadership requests specific to patient requests.
• Assist in the resolution of complaints or concerns in a timely and effective manner.
• Maintain excellent communication skills and adhere to hospital policies and procedures.
• Participate and support programs and committees as applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED