Patient Feedback Representative - Patient Experience - Mon - Fri 8:00Am - 4:30Pm

Job Category:

Administrative & Clerical

Work Shift/Schedule:

8 Hr Evening - Morning

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

The Patient Feedback Representative is responsible for supporting patients and family members with questions about their NGHS experience via phone and in person. Collaborates with appropriate NGHS staff to provide a prompt and equitable resolution to their concerns. Maintains proper documentation and status of progress within the appropriate software systems.

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: High School Diploma or GED.

• Minimum Experience: A minimum of three (3) years of related experience.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:

• Preferred Educational Requirements:

• Preferred Experience: At least one (1) year in a healthcare environment. Bilingual (English/Spanish) with the ability to pass a proficiency test.

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Excellent oral/written communications skills (English and the identified foreign language when applicable) and the ability to communicate effectively with patients/families, other healthcare staff and external providers of service. Provides interpretation services if able.

• Ability to handle complex, timely, and confidential information with discretion and possess the ability to prioritize tasks in order to deliver high quality work, with minimal supervision, against tight time deadlines and to work confidentially and sensitively.

• Demonstrate proficiency with computers software and all systems in the Department of Patient Experience.

• Ability to work effectively cross culturally.

Essential Tasks and Responsibilities

• Conducts investigations associated with complaints related to quality of care and compliance, including chart reviews, interviews with involved staff and communicating with patients to identify and reach appropriate resolution.

• Responsible for responding and following through on all patient inquiries, issues and concerns in a timely and accurate manner.

• Identifies and involves risk management when a liability is introduced.

• Meets with patients and family members to listen, ask questions related to their experience and collaborates with staff to ensure individual patient needs are proactively met.

• Documents investigation with patients and within feedback software to maintain regulatory compliance.

• Utilize effective verbal and non-verbal communication skills that demonstrate respect for the customer's unique values, beliefs, and practices.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Frequently 31-65% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Frequently 31-65%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.