Patient Representative, Patient Satisfaction - RWJ Barnabas : Job Details

Job Overview:

The Patient Representative works to promote a positive patient and family experience throughout the hospital stay. The Patient Representative conducts purposeful daily patient rounds and communicates proactively with patients and families about the hospital's commitment to patient-centered care. The Representative manages the complaint and grievance process, in accordance with TJC and CMS standards; and assumes the responsibility for the documentation, response and resolution of complaints and grievances. The Patient Representative tracks and trends areas needing improvement and assists in the development of action plans for improvement initiatives. The Patient Representative coordinates language translation services for our Limited English Proficient patient population. The Patient Representative leads Service Recovery efforts, and assists staff in meeting the special needs of patients and family members. The Patient Representative will assist with the organization of, and administrative tasks related to, the STAR employee recognition committee.

Qualifications:

Required:

* Bachelor s degree required; 3-5 year experience in related fields of healthcare administration, customer service, data management, and/or training

* Excellent computer skills including Microsoft Office Suite are necessary

* Knowledge of a patient advocacy tracking and documentation system

Preferred:

* Experience working in an acute care or long term care facility is desirable

Scheduling Requirements:

* Shift- 8:30am- 5:00pm

* Monday Friday

* Full Time

Essential Functions:

* Respond to patient family complaints and grievances, in accordance with TJC and CMS standards.

* Document complaints and grievances in the complaint management system and promote its use throughout the management team.

* Work with all staff to ensure effective communication with patients and their families.

* Oversees the supervision of volunteer patient representatives.

* Assist front line staff and managers and directors in resolving difficult patient issues.

* Initiate and/or participate in meetings with patients, families and management team in effort to relay information, hear concerns and address problem areas.

* Assist staff in addressing the special needs of patients.

* Participate in ad hoc meetings/task forces, which improves care to our patients.

* Promote the Patient Bill of Rights for all patients.

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