Patient Experience Advocate

3 weeks ago

New York, New York, United States Hackensack Meridian Health Full time

About the Role:

The Experience Ambassador plays a vital role in enhancing the patient experience at Hackensack Meridian Health. This position serves as a consumer advocate and liaison between patients/visitors and physicians and team members.

Key Responsibilities:

  • Proactively rounds on patients to capture feedback regarding their experience.
  • Serves as a liaison between patients/visitors and physicians and all team members to enhance communication and promote good working relationships.
  • Utilizes resourcefulness, interpersonal skills, and service recovery methods to address patient/visitor concerns prior to discharge.
  • Handles routine inquiries/issues, and directs patient complaints to appropriate individuals and follows through with patients/visitors to ensure their satisfaction prior to discharge.
  • Communicates hospital policies, procedures, and services and seeks creative solutions to meet consumer expectations.
  • Ensures compliance with patient rights such as privacy and dignity and provides comfort measures as indicated.
  • Routinely conducts environmental observations (i.e., cleanliness, noise) and follows up to address issues.
  • Identifies and reports trends to Experience leader and team members.
  • Directs grievances to Experience Advisor for investigation and follow through with the patient or patient's representative.
  • Provides support as needed to families in crisis by addressing their needs, facilitating requests, and calling upon necessary resources.
  • Serves as a resource to visitors waiting in patient care areas.
  • Anticipates the needs of the patient population served in relation to their age, culture, language, hearing and/or visual impairment, etc, and provides customer service to meet those needs.
  • Participates in special projects as needed.

Requirements:

  • High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
  • 3-4 years experience in a customer-oriented position.
  • Ability to work independently in a fast-paced environment.
  • Highly resourceful and efficient with excellent interpersonal, verbal communication, problem-solving, and service recovery skills.
  • Proficient in Microsoft Outlook and Office.
  • Notary Public in the State of New Jersey within 6 months of hire.

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