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Senior Patient Advocate

1 month ago

Newark, New Jersey, United States University Hospital, Newark NJ Full time
Senior Patient Representative - Evenings

At University Hospital, Newark NJ, we are seeking a highly skilled and compassionate Senior Patient Representative to join our team. This role is responsible for serving as a patient advocate and liaison between patients, visitors, physicians, and team members.

Key Responsibilities:
  • Capture feedback through proactive patient rounding and serve as a lead to Patient Representatives.
  • Train new staff, provide guidance, and mentor team members to ensure excellent patient care.
  • Utilize resourcefulness, interpersonal communication skills, and service recovery methods to address complaints and grievances.
  • Support families in crisis through effective communication and information sharing between patients, family members, and staff.
  • Proactively work to prevent complaints and grievances by consulting with other departments and advising on the most effective ways to promote patient satisfaction and resolve patient dissatisfaction.
Qualifications:
  • Bachelor's Degree, preferably in the behavioral or social sciences.
  • Minimum of three (3) years of experience in a customer service or healthcare-related field with direct patient contact.
  • Ability to communicate effectively both verbally and in writing.
  • Excellent customer service skills, including the ability to de-escalate issues.
  • Experience in triaging and addressing patient/family/customer concerns in a timely and efficient manner.
  • Good interpersonal skills, conflict resolution skills, ability to multi-task, proper telephone etiquette, time management, and attention to detail.