Patient Experience Navigator

Job Title: Patient Navigator

Location: Main Hospital - New Brunswick

Department Name: Patient Satisfaction

Req #: 0000255770

Status: Salaried

Shift: Evening

Pay Range: $64,500.00 - $80,700.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

A Typical Day

• The Patient Experience Navigator supports the Emergency Department s delivery of services that promote a positive experience for patients and guests
• 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 reviews and resolution of Emergency Department 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 Emergency Department patient concerns
• Masters an understanding of the organization s mission, policies, procedures, and services to respond to patient questions or concerns
• Responds to potentially serious incidents and reduces possible litigation,
• Serves as a consultative advisor to the Emergency 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 Emergency Department patients 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 overall ED 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

This Role Might For You If ...

• You have excellent ability to build and sustain professional and interpersonal relationships
• You have the ability to effectively communicate with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approaches
• You exhibit analytical thinking and problem solving
• You exhibit complaint management
• You demonstrate the ability to resolve conflict and de-escalate situations
• Yuo navigate conflict negotiation/cultural broker
• You recognize the ability to adequately and accurately document information and maintain files
• You have the ability to adapt to new initiatives and changes within the department and healthcare organization
• You have a willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas 
• You demonstrate exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision

To Be Considered

Required:

• 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
• Ability to maintain confidentiality regarding sensitive information required

Schedule Requirements:

• Alternating weekends schedule required

Preferred:

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

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.