Patient Representative, Evening Shift, Emergency Department

adventisthealthcare; Silver Spring (MD); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

Free employee parking

Medical, dental, vision coverage for员工

Job summary

White Oak Medical Center in Silver Spring, MD seeks an experienced Patient Representative for our Emergency Department who will embrace our mission to extend God's care through the ministry of physical, mental, and spiritual healing.

The role handles patient satisfaction, complaints resolution, and collaborates with Risk/Quality Management to improve patient experience. A Bachelor's degree is preferred and BLS certification is required; full-time, 40 hours weekly with a 4pm–12:30am shift.

Qualifications

• Bachelor's degree preferred in a related field.
• Acute hospital experience preferred.
• Ability to exercise judgment and discretion with confidential information.
• Adapts to new circumstances, information and challenges.
• Strong customer service skills.
• Ability to handle multi task environment.
• Commitment to excellence and service recovery.
• Active American Heart Association BLS certification required.

Responsibilities

• Proactively rounds on patients to identify satisfaction issues and coordinate resolution.
• Coordinates the resolution of patient/family/visitor complaints and documents complaint resolution.
• Writes response letters to complaints and grievances following State and Federal regulations after discussion with appropriate managers.
• Confers with Risk Management and Quality Management regarding issues of Patient Safety, Quality, or Patient Experience.
• Maintains accurate database for tracking patient complaints and grievances.
• Assist Pastoral Care with bereavement intervention.
• Analyzes complaint data to identify opportunities for improvement and works with appropriate leaders to facilitate change.
• Participates in meetings and committees to address patient satisfaction issues.
• Demonstrates the knowledge and skills necessary to interact appropriately to the age of the patients.
• Provides Departments with Customer Service education.

Skills

Customer service

Discretion with confidential info

Adaptability

Multi-tasking

Service recovery

Education

Bachelor's degree (preferred)

BLS certification (American Heart Association)

Job description

White Oak Medical Center

White Oak Medical Center seeks to hire an experienced Patient Representative, for our Emergency Department who will embrace our mission to extend God's care through the ministry of physical, mental, and spiritual healing.

Responsibilities

• Proactively rounds on patients to identify satisfaction issues and coordinate resolution
• Coordinates the resolution of patient/family/ visitor complaints and documents complaint resolution
• Writes response letter to complaints and grievances following State and Federal regulations after discussion with appropriate managers
• Confers with Risk Management and Quality Management regarding issues of Patient Safety, Quality, or Patient Experience
• Maintains accurate database for tracking patient complaints and grievances
• Assist Pastoral Care with bereavement intervention
• Analyzes complaint data to identify opportunities for improvement and works with appropriate leaders to facilitate change
• Participates in meetings and committees to address patient satisfaction issues
• Demonstrates the knowledge and skills necessary to interact appropriately to the age of the patients
• Provides Departments with Customer Service education

Qualifications

• Bachelor's degree in a related field preferred
• Acute hospital experience preferred
• Ability to exercise judgment and discretion with confidential information
• Adapts to new circumstances, information and challenges
• Strong customer service skills
• Ability to handle multi task environment
• Commitment to excellence and service recovery
• Active American Heart Association Basic Life Support (BLS) certification required

Work Schedule

Employment Type: Full-time

Hours per Week: 40 hrs/week

Typical Daily Schedule: 4pm- 12:30 am

Shift Type: Day / Evening shift

Weekend Requirements: every other weekend rotation

Pay Range

$23.25 - $32.55 If the salary range is listed as $0 or if the position is Per Diem (with a fixed rate), salary discussions will take place during the screening process.

Under the Fair Labor Standards Act (FLSA), this position is classified as: United States of America (Non-Exempt)

At Adventist HealthCare our job is to care for you.

Benefits

• Work life balance through nonrotating shifts
• Recognition and rewards for professional expertise
• Free Employee parking
• Medical, Prescription, Dental, and Vision coverage for employees and their eligible dependents effective on your date of hire
• Employer-paid Short & Long-Term Disability, Basic Life Insurance and AD&D, (short-term disability buy-up available)
• Paid Time Off
• Employer retirement contribution and match after 1-year of eligible employment with a 3-year vesting period
• Voluntary benefits include flexible spending accounts, legal plans, and life, pet, auto, home, long term care, and critical illness & accident insurance
• Subsidized childcare at participating childcare centers
• Tuition Reimbursement
• Employee Assistance Program (EAP) support

As a faith-based organization, with over a century of caring for the communities in the Maryland area, Adventist HealthCare has earned a reputation for high-quality, compassionate care. Adventist HealthCare was the first and is the largest healthcare provider in Montgomery County.

If you want to make a difference in someone's life every day, consider a position with a team of professionals who are doing just that, making a difference.

COVID-19 Vaccination

Adventist HealthCare strongly recommends all applicants to be fully vaccinated for COVID-19 before commencing employment. Applicants may be required to furnish proof of vaccination.

Tobacco and Drug Statement

Tobacco use is a well-recognized preventable cause of death in the United States and an important public health issue. In order to promote and maintain a healthy work environment, Adventist HealthCare will not hire applicants for employment who either state that they are nicotine users or who test positive for nicotine and drug use.

While some jurisdictions, including Maryland, permit the use of marijuana for medical purposes, marijuana continues to be classified as an illegal drug under the federal Controlled Substances Act. As a result, medical marijuana use will not be accepted as a valid explanation for a positive drug test result.

Adventist HealthCare will withdraw offers of employment to applicants who test positive for Cotinine (nicotine) and marijuana. Those testing positive are given the opportunity to re-apply in 90 days, if they can truthfully attest that they have not used any nicotine products in the past ninety (90) days and successfully pass follow-up testing. ("Nicotine products" include, but are not limited to: cigarettes, cigars, pipes, chewing tobacco, e-cigarettes, vaping products, hook