Patient Experience Representative
2 weeks ago
**Company Description**
Located in Largo in the heart of Prince George’s County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince George’s County residents.
**Job Description** P**OSITION 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.
**P**r**incipal 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 as appropriate
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 comp
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