Patient Experience Associate
Job Summary: The Patient Experience Associate is responsible for ensuring an exceptional patient family and visitor experience. With extensive knowledge of WMCHealth and the surrounding area, the position has direct accountability for meeting the non-clinical needs of patients and caregivers and contributing to the efficient functioning of Patient Experience department.
Responsibilities:
- Communicates and interacts with patients, families in caring and empathetic, courteous and respectful manner promoting family centered care.
- Conducts patient rounds on all new admits utilizing daily census reports within 24 hours of admission and serves as a liaison to connect the patient’s expectations and perspectives with the care team.
- Ensures that patient rooms and waiting areas are clean, comfortable and safe and utilizes appropriate reporting and communication tools to document requests for resolutions to enhance the patient experience.
- Provides reception, assists with accessing resources, provides supportive listening, and makes referrals as appropriate in the Caregiver Center, Family Resource Center, Emergency Department and Surgical Waiting Rooms.
- Triages service facilitations to ensure quick resolution and mitigate complaints and grievances.
- Visits patients for advance directive and language translation triggers and conducts necessary follow up.
- Conducts outreach calls to emergency contacts of newly admitted patients.
- Obtains and keeps equipment and supplies ready and available for use.
- Acts as a liaison between the patients and WMCHealth staff, providing a specific channel through which patients can seek solutions to problems, concerns and unmet needs.
- Assists with the implementation of all departmental programming.
- Maintains proficiency with Patient Rights, HCAHPS, and other regulatory requirements and internal processes.
- Other duties as assigned.
Qualifications/Requirements:
Experience: 1-3 year’s healthcare experience or direct customer service experience.
Education: Bachelor’s degree or Associate’s degree in related field, required or or Equivalent combination of Experience and Education (High School diploma plus1-3 years’ experience in patient experience, customer service or hospital) may substitute for degree requirement.
Licenses / Certifications:
Other:
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