Patient Experience Advocate

Voluntary Protection Programs Participants' Association, Inc.; Brick Township, Northern (NJ, KY); Hybrid; USD 33,000 - 48,000; Full time

Job summary

Hackensack Meridian Health seeks an Experience Ambassador to advocate for patients and visitors. You will collect feedback through proactive rounding, report trends, and help address concerns with effective service recovery.

The role includes coordinating with physicians and team members, providing visitor passes, and supporting families in crisis. Expect to engage daily with diverse patients in a clinical setting.

Qualifications

• High School diploma or GED required.
• 3-4 years in a customer-oriented position.
• Strong interpersonal and problem-solving skills.
• Proficiency in Microsoft Outlook and Office.

Responsibilities

• Performs all functions of the Experience Coordinator, including call center duties, notary services, and processing advance directives.
• Proactively rounds on patients to gather feedback about their experience.
• Acts as a liaison between patients, visitors, physicians and team members to improve communication.
• Address patient/visitor concerns using service recovery techniques prior to discharge.
• Welcome guests and issue passes per visitation policy and maintain a professional appearance and demeanor.
• Directs conference participants and escorts patients as needed, ensuring smooth transitions.
• Enforces access controls and reports grievances to the Experience Advisor for follow-through.
• Communicates hospital policies and services and supports families in crisis.

Skills

Customer service

Interpersonal communication

Problem solving

Service recovery

Bilingual a plus

Education

High School / GED

Associates or Bachelor's degree

Patient Advocacy Certification

Tools

Microsoft Office

Job description

Hackensack Meridian Health seeks an Experience Ambassador to advocate for patients and visitors. You will collect feedback through proactive rounding, report trends, and help address concerns with effective service recovery.

The role includes coordinating with physicians and team members, providing visitor passes, and supporting families in crisis. Expect to engage daily with diverse patients in a clinical setting.