Patient Representative, Patient Satisfaction

Job Overview:

The Patient Representative is an essential member of the Patient Experience Team. Serves as a liaison between Community Medical Center, patients, family members, caregivers and visitors that we serve. Role will require coverage of Emergency Department during designated shift hours, with the expectation of assisting with inpatient unit coverage, when needed.

Qualifications:

Required:

• High School Diploma or GED

Prefered

• Knowledge of medical terminology and medical insurances

• Experience working on computers

• Bilingual preferred

Certifications and Licenses Required:

• N/A

Scheduling Requirements:

Full Time

• Evening

Hours: 3:30pm

• 11pm

Rotating Weekends

• Every third weekend

Essential Functions:

• The Patient Representative manages incoming complaints and grievances, from the initial point of contact to the end resolution

• Responsible for sharing the concerns with the appropriate leadership for review and follow-up, as per the department guidelines

• Documents and tracks follow up by utilizing the Verge Health

• Converge Platform

• As directed, rounds on various units such as inpatient units, outpatient areas, and the ED daily to interact with patients and their families to capture feedback pertaining to the HCAHPS and Press Ganey domains

• Works with unit leadership to address any concerns and complaints in real-time. Responsible for escalating concerns and feedback to the appropriate individuals/teams, as needed

• Educates patients and their loved ones on the importance of the Press Ganey patient satisfaction survey and encourages them to fill it out

• Assists nursing leadership in facilitating family meetings when needed, to address complaints and grievances that require follow-up from hospital staff

• Actively participates in culture committees, as needed

• Round and educate importance of our translating/interpreting tools for our LEP patients

• Provides education for staff on those not utilizing the tools appropriately

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

Paid Time Off (PTO)

Medical and Prescription Drug Insurance

Dental and Vision Insurance

Retirement Plans

Short & Long Term Disability

Life & Accidental Death Insurance

Tuition Reimbursement

Health Care/Dependent Care Flexible Spending Accounts

Wellness Programs

Voluntary Benefits (e.g., Pet Insurance)

Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

RWJBarnabas Health is an Equal Opportunity Employer