Patient Representative

Job Title: Patient Representative

Location: WILLIAMSON STREET

Department Name: Patient Satisfaction

Req #: 0000266147

Status: Salaried

Shift: Evening

Pay Range: $50,000.00 - $60,300.00 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 Representative promotes and upholds the rights of all patients. Under the direction of the Patient Experience Manager, the Patient Experience Representative is expected to round daily on patients as well as make post-discharge non-clinical follow-up phone calls to all acute care patients discharged to home.

• Addresses the concerns, complaints and grievances of patients and families
• Responsible for documenting patient and family complaints in a timely, thorough manner in a computerized complaint management system, inaccordance with TJC and CMS standards
• Works closely with front line management staff in addressing patient and family concerns, and implements appropriate service recovery plans when necessary
• Assists staff in meeting the special needs of patients and families
• Actively participate in Patient Experience meetings
• Assist front line staff and managers and directors in resolving difficult patient issues
• Assist staff in addressing the special needs of patients
• Document complaints and grievances in the complaint management system and promote its use throughout the management team
• Initiate and/or participate in meetings with patients, families and management team in effort to relay information, hear concerns and address problem areas
• Participate in ad hoc meetings/task forces, which improves care to our patients
• Promote the Patient Bill of Rights for all patients
• Respond to patient family complaints and grievances, in accordance with TJC and CMS standard
• Work with all staff to ensure effective communication with patients and their families

To Be Considered

Required:

• Education: High School Diploma required
• Experience: 3-5 years experience in related fields of healthcare administration, customer service, data management, and/or training

Preferred:

• Bachelors degree preferred
• Experience working in an acute care or long term care facility is desirable

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.