Patient Experience Navigator - Garnet Health : Job Details

At Garnet Health, the Hudson Valleys leading integrated health system, youll find the perfect balance of a satisfying career and a rewarding lifestyle. Our focus is on patient-centric care with a collective of visionary leaders and dedicated and caring professionals working as a team to deliver the best for the people we serve. If youre interested in a health system thats both growing and award-winning, serving a diverse community that provides the best of both city and rural life, we invite to make your career home with us as a Patient Experience Navigator on our Patient Experience team at/in Garnet Health Medical Center-Middletown.

The Patient Experience Navigator will serve as the primary individual to Garnet Health Medical Centers comprehensive program, which includes the response and resolution of patient complaints and the resolution of grievance according to Center for Medicare & Medicaid Services (CMS) guidelines. The Patient Experience Navigator will work under the direction of the Manager, Patient Experience and Advocacy, in collaboration with leaders, and staff to assure excellence in patient care and satisfaction. In addition, the Patient Experience Navigator will coordinate the Language Assistance Program (LAP) in accordance with Department of Health (DOH) and DNV regulations, which includes, but not limited to, completing an annual assessment and educating and training hospital staff on how to provide the service to patients. The Patient Experience Navigator under the direction of Risk Management and after successful completion of NYS Notary Public Certification may assist patients and/or families by notarizing appropriate documents.

At Garnet Health, we are committed to supporting your career growth and professional potential. We are responsive, attentive and dedicated to the success and satisfaction of our team members. Here, youll find resources that will help you excel in your career, tuition reimbursement programs for your continued education, and comprehensive health, dental and retirement benefits designed to fit your individual and family needs. Our inclusive and diverse team culture encourages you to contribute your exceptional talents, skills and perspectives to the success of our system, one another, our communities and our patients. Join the Garnet Health team and let your excellence shine.

Salaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from Garnet Health System. We invite and encourage each candidate to discuss salary / hourly specifics during the application and hiring process.

Compensation for the role is $29.98 - $37.48 hourly.

Garnet Health System provides a compensation range to comply with the New York State law on Salary Transparency in Job Advertisements. The range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits. When determining a team members compensation and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

Minimum Education:

• Bachelors Degree required

Minimum Experience:

• A minimum of two-four years of experience in acute healthcare related field requires patient care services/ Physician practice, hospital performance improvement, acute healthcare experience.
• Strong data collection, analysis and reporting skills.
• Strong computer skills. (Word processing, simulation software, spreadsheets, flow charting, PowerPoint presentations, project management, statistical process control).
• Effective problem solving skills.
• Previous experience in delivering project results using statistical methods and other formal problem solving techniques with an intermediate to advance skill level with Excel.
• Demonstrated ability to work independently as well as facilitate team-based change.
• Ability to manage multiple priorities and deadlines. Detail oriented.

Required Certification/Registration:

• NYS Notary Public Certification within 6 months of hire

Physical Requirements:

• Visual acuity for use of personal computer; ability to stand or walk for extended period.
• Available evenings, nights, and weekends to be consulted on serious patient complaints. May need to appear on site to assist with issues.

Working Conditions:

• Environmental Demands and Exposure to Hazards: Works in a clean, well- lighted, heated or ventilated facility. No routine exposure to hazards.
• Physical Demands: Demonstrates physical and functional ability to perform full anatomical range of motion to accomplish tasks. Evidence of visual and aural acuity and finger and hand dexterity to operate computer and office equipment. Can withstand long periods of sitting, standing and/or constant walking. Ability to lift 10 lbs.
• Mental Demands: Ability to foster collaborative relationships, to work well under pressure, to organize and synthesize new information, and prioritize tasks. Possesses critical thinking, analytical skills and flexibility. Ability to multi-task. Required detailed attention to work in an environment where interruptions cannot be controlled. Demonstrates sensitivity to customer needs and expectations. May be subject to irregular hours including evenings or potentially weekends to participate in operational and community events as necessary.