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Patient Experience Advocate

2 months ago


Rahway, New Jersey, United States RWJBarnabas Health Full time
Job Overview

The Patient Representative plays a vital role in promoting a positive patient experience throughout the hospital stay. This includes conducting daily patient rounds, communicating proactively with patients and families, and managing the complaint and grievance process in accordance with TJC and CMS standards.

Key Responsibilities
  • Respond to patient and family complaints and grievances, ensuring timely and effective resolution.
  • Document complaints and grievances in the complaint management system, promoting its use throughout the management team.
  • Collaborate with staff to ensure effective communication with patients and their families.
  • Oversee the supervision of volunteer patient representatives.
  • Assist front-line staff and managers in resolving difficult patient issues.
  • Initiate and participate in meetings with patients, families, and management to relay information, address concerns, and improve problem areas.
  • Assist staff in addressing the special needs of patients.
  • Participate in ad-hoc meetings and task forces to improve patient care.
Requirements
  • Bachelor's degree required; 3-5 years of experience in related fields of healthcare administration, customer service, data management, and/or training.
  • Excellent computer skills, including Microsoft Office Suite.
  • Knowledge of a patient advocacy tracking and documentation system.
Benefits and Perks

RWJBarnabas Health offers a comprehensive benefits package, including paid time off, medical and prescription drug insurance, dental and vision insurance, retirement plans, short and long-term disability, life and accidental death insurance, tuition reimbursement, and more.