Patient Experience Representative

Job Description
POSITION SUMMARY
Reporting to the Department Director, the Patient Experience Representative is responsible for resolving all types of patient care issues. This position ensures service excellence and customer satisfaction throughout the organization by initiating service recovery with patients and/or families (face-to-face, verbal, and written communication). This position does not include asking or answering any clinical questions, and provides information regarding hospital stay. However, a key function of this role does include expectation for escalation and referral to the appropriate healthcare provider. When appropriate and service recovery is initiated, this individual will assure that appropriate leaders are notified promptly. This position requires you to be onsite and face to face with out patients. This is not a remote position.
Principal Duties:
1. Communicates with the patient and their families about any customer service issues and attempt resolution of the issues within a twenty-four (24) to seventy-two (72) hour timeframe (when feasible). Resolves customer issues in a timely and professional manner. Resolves disputes and failures to provide reasonable service in the most expeditious manner possible. Provides information and facilitates issues to resolution among various department heads and patient care services managers as necessary and appropriate.
2. Confers with patients/families, assessing patient needs, and taking the steps necessary to resolve any concerns or problems in an effective and timely manner.
3. Makes daily rounds on patients to ensure patient satisfaction with all aspect of the hospital services.
4. Assists with identifying areas for improvement based on daily interactions with patients and observations.
5. Serves as liaison between patients and the hospital through whom patients may voice their problems and concerns.
6. Strives to ensure patients are satisfied with their hospital experience to foster patient/guest loyalty, and identifies areas for improving services.
7. Collaborates with clinical and non-clinical staff to ensure delivery of quality service and patient satisfaction.
8. Promotes and encourages understanding and adherence by both staff and patients to the hospital’s philosophy on patients’ rights and responsibilities.
9. Establishes and maintains professional relationships with patients, families, peers, and other members of the health care team.
10. Attends all mandatory hospital in-services related to patient advocacy and the department.
11. This position will work at multiple UMMS locations based on assignment and/or UMMS operational needs.
12. Maintains and demonstrates sensitivity and understanding in respect to cultural diversity, and effectively interacting with a multicultural patient and guest population.
13. Promotes, establishes, and maintains meaningful relationships with hospital personnel to enhance delivery of health care.
14. Maintains current knowledge of Joint Commission, OSHA and DOH regulations, and compliance standards.
15. Assists with patient’s needs, or makes referral to the appropriate staff as indicated.
16. Answers general questions from patients/families, and/or relays messages to the appropriate personnel.
17. Engages in the hospital’s service recovery process. Makes appropriate recommendations to appropriate personnel and leadership based on personal observations, as well as patient, family member or guest feedback, perspectives or suggestions. Shares updates with patients and families as appropriate and in accordance with HIPAA guidelines.
18. Serves as a resource and maintains appropriate resource listings/guides to better serve patients and guests.
19. Ensures patients know the process for requesting assistance and reporting concerns.
20. Fields calls and correspondence related to customer service and patient concerns and responds with a live voice and written acknowledgement of the concern;
with follow-up calls asappropriate
21. Captures compliments from patients, family members, or guests and shares with appropriate staff and leadership.
22. Gathers, analyzes, and prepares data and materials for weekly complaints and grievances meeting. Includes looking for trends. Shares data as required or as appropriate.
23. Analyzes HCAHPS survey results on a monthly and quarterly basis for review and provides input on opportunities to improve. Shares data as required or as appropriate.
24. Encourages patients to complete and return patient satisfaction surveys mailed by vendor.
25. Serves on various healthcare system committees as directed.
26. Perform related duties as required.
Customer Service:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer’s information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.
Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin;
completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences.
5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.
Self Management:
1. Reports to work appropriately groomed and in compliance with the Hospital’s dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Completes all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows UMCRH safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adheres to all UMCRH and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres to UMCRH and/or departmental confidentiality statement.
For Supervisory Positions Only:
This position supervises jobs that are
Professional