Patient Experience Advocate

Summit Oaks Hospital; Summit (NJ); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Career development

Diverse programming

HealthStream CEU courses

Competitive compensation

Paid time off

Medical insurance

Dental insurance

Vision insurance

Prescription drug plan

401(k) with company match

Stock plan

Job summary

Summit Oaks Hospital, a 126-bed acute care hospital and behavioral health center in Summit, New Jersey, seeks a Patient Experience Liaison to investigate and report patient and visitor concerns to leadership and staff, and to collaborate with the care team to improve the overall hospital experience. Qualifications include a Bachelor’s Degree and 1–3 years of related experience.

Responsibilities include coordinating with departments to resolve delays, relaying feedback, and supporting service

Qualifications

• Bachelor’s Degree required.
• 1–3 years related experience preferred.

Responsibilities

• Establish rapport with patient and family to learn priorities and communicate findings to care teams.
• Respond to and investigate complaints; communicate issues to appropriate staff.
• Work with departments to limit or resolve delays in service and communicate delays to patients and families.
• Act as intermediary to Hospital Administration on behalf of patients and families.
• Explain philosophy, policies, procedures, and services to patients and families and visitors.
• Make follow-up calls to discharged patients and solicit feedback on their hospital experience.
• Educate health care professionals on how to humanize patient experiences based on feedback.
• Use trend analysis from complaints to mentor departments and develop action plans.
• Triages issues to billing or risk management to improve service.
• Meet department/organization satisfaction goals.
• Identify and implement systems to improve efficiency and reduce expenses without compromising care.
• Utilize performance measures to improve patient/customer outcomes.
• Meet department/organization quality goals.
• Assess patient/family questions and develop timely plans; communicate to the right people.
• Consult, collaborate, and cooperate with colleagues to improve care quality.
• Provide input into opportunities for system improvements.
• Understand and perform role in emergency situations and follow regulatory standards (OSHA, HIPAA).
• Meet mandatory department requirements within established time frames.
• Provide discharge patients with Google review information.

Education

Bachelor's Degree

1–3 years experience

Job description

Summit Oaks Hospital, a 126-bed acute care hospital and behavioral health center in Summit, New Jersey, seeks a Patient Experience Liaison to investigate and report patient and visitor concerns to leadership and staff, and to collaborate with the care team to improve the overall hospital experience. Qualifications include a Bachelor’s Degree and 1–3 years of related experience.

Responsibilities include coordinating with departments to resolve delays, relaying feedback, and supporting service