Patient Experience Advisor
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POST DATE 9/20/2017
END DATE 2/27/2018
Hackensack University Medical Center
JOB DESCRIPTIONThe Patient Experience Advisor serves as an Ombudsman for our patients and family members, advocates for patients and family members through consistent application of patient rights and advocacy, and obtains solutions to problems and concerns. This position guides leaders and staff in gaining awareness of patients' perceptions of the hospital experience and implements effective strategies to improve patient perception of care and reduce complaints. 1. Performs all the functions of a Patient Experience Representative. 2. Functions as the mechanism for investigating patient complaints that may involve hospital or medical staff. 3. Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member, within the established standards and policies, including referrals to and from Risk Management. 4. Follows up on referrals from administration, leadership, medical staff, and volunteer patient representatives regarding the patients perception of care or services. 5. Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available. 6. Provides counseling and education related to a patient's right to develop an Advance Directive and assists patients in executing an Advance Directive. 7. Provides notary services for patients upon request, in accordance with hospital policies. 8. Organizes and facilitates patient/family care conference in collaboration with appropriate physicians, leaders and/or staff members. 9. Educates patients and patient families about the rights of patients in accordance with Federal, State and Regulatory agencies. 10. Functions as coach for leaders and staff on topics of service recovery, how to improve results and reduce complaints. 11. Leads, develops and executes initiatives designed to improve the patients' experience including implementation of best practices, in departments of primary coverage through an active presence and visibility in the areas. 12. Oversees and coordinates projects as necessary. 13. Routinely tracks, trends and identifies priority patient satisfaction issues and their root causes, and suggests recommendations. 14. Educates hospital staff about perceptions and concerns expressed by patients. 15. Develops customized educational/action plans for individual leaders and/or teams based on a needs assessment. 16. Acts as a resource to all hospital staff, medical staff and vendors and assists in identifying improvement opportunities that can be used to increase satisfaction and decrease dissatisfaction with the customer (both external and internal) and build trust within the organization. 17. Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.). 18. Assumes on-call coverage as determined by the department manager. 19. Adheres to the standards identified in the Medical Center's Organizational Competencies. Working Conditions: Lifts a minimum of 10 lbs., pushes and pulls a minimum of 20 lbs. and stands a minimum of 4 hours a day. Education, Knowledge, Skills and Abilities Required: 1. Bachelor's degree. 2. 3 to 5 years of business experience, in either hospital/healthcare, hospitality, experience marketing, customer service and/or communication industries. 3. Excellent customer service and mediation skills. 4. Strong analytical and critical thinking skills for problem solving and process improvement. 5. Experience developing and implementing action plans to improve consumer satisfaction. 6. Experience educating and/or coaching individuals about organizational policy and initiatives. 7. Excellent interpersonal, communication, writing and presentation skills. 8. Proficient in Microsoft Outlook Program. Education, Knowledge, Skills and Abilities Preferred: 1. Master's degree. 2. RN, MSW, or other applicable licensure. 3. Hospital operations experience. 4. Certification in Patient Advocacy/Experience. 5. Lean Six Sigma. Licenses and Certifications Required: Licenses and Certifications Preferred:
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.