Patient Support Advocate

ABM•New Haven, CT

About The Position

Patient Experience Advocate partners with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account. This individual works closely with the Patient Experience Manager, leadership, the hospital-based patient experience team, and employees to analyze patient experience results and identify, prioritize, plan, implement, and oversee improvement efforts.

Requirements

Bachelor’s Degree preferred
In lieu of Bachelor's Degree, High School/GED with 5+ years of relevant management/customer engagement experience is acceptable.
Experience in a service industry preferred (hospitality, restaurant, personal services, amusements and recreation, or healthcare).
Must understand principle of first grade customer services and various approaches to application.
Possess strong customer service skills to interact with patients and visitors, hospital leadership and staff, and ABM leadership and staff.
Must be able to address difficult, awkward situations.
Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplished goal.
Ability to work with minimal supervision.
Ability to ensure the confidentiality and rights of patients and confidentiality of health system and departmental documents required.
Knowledge of basic statistics and the ability to interpret graphical illustrations regarding patient experience data.
Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues.
Ability to communicate effectively both verbally and in written form with patients, physicians, administration, health system officials, other health system personnel and general public.
Proficient in Windows-based operating software/systems.
Knowledge of word processing, spreadsheets, and other assorted business software.

Responsibilities

Contacts patients upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.
Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.
Advocate to resolve patient issues.
Ensure industry standards are met, and satisfaction scores are on target.
Actively connects with the patient at the bedside and serves as a liaison to connect the patient's voice, expectations, and perspective with the Environmental Services team.
Ensures effective communication with patient and family regarding expectations and services provided.
Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.
Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
Tracks and trends patient/visitor service concerns.
Identifies system/process related problems via patient/visitor data and works collaboratively with the Environmental Services leadership and staff to resolve.
Provides feedback and coaching to the Environmental Services team in delivering high touch, service-oriented interactions at every encounter with patients, visitors, and family.