Job Information
RWJBarnabas Health Patient Representative in Hamilton, New Jersey
Patient RepresentativeReq #:0000148262
Category:Clerical / Administrative Support
Status:Full-Time
Shift:Day
Facility:RWJ Hamilton
Department:Patient Satisfaction
Location:
RWJUH Hamilton Hospital, One Hamilton Health Place, Hamilton, NJ 08619
Job Overview:
The Patient Representative serves as a liaison for patients, family members, caregivers and visitors that we serve. Provides a level of support to the patients, family members and caregivers that we serve, in order to ensure an optimal hospital experience,
Qualifications:
Required:
High School Diploma required; Bachelor s Degree preferred, previous work experience may substitute for educational requirements
Preferred:
Strong computer skills
Effective time management skills
Prior experience in a patient experience or customer service related role preferred; or a role that involves communicating with patients, their family members, caregivers and visitors in a hospital setting,
A working knowledge of medical terminology and the various activities of a hospital are highly desirable
Proficiency in the use of Microsoft Office, Epic, Press Ganey, Verge, Huron Rounding and various internal and system/corporate reports
Scheduling Requirements (non-exempt positions remove when posting):
Shift working
Days to work: Monday Saturday (5 days, one flex)
Full Time
Essential Functions:
Manage incoming complaints and grievances, from the initial point of contact to the end resolution
Responsible for sharing the concerns with the appropriate leadership for review and follow-up, as per the department guidelines
Document and track follow-up by utilizing the Verge Health - Converge Platform
Round on inpatient units and the ED daily to interact with patients and capture feedback pertaining to the HCAHPS and Press Ganey domains
Work with unit leadership to address any concerns in real-time and escalate concerns and feedback to the appropriate individuals, as needed,
Utilizes the Patient Experience rounding tool, Huron, to document patient feedback from daily unit rounds
Follows up with unit leadership on any relevant issues to be addressed in a timely manner
Escalates concerns that require administrative support or follow-up to the appropriate individuals
Documents patients and complaints by utilizing Huron and Verge
Monitors compliance and triggers the appropriate leadership through Verge to address and follow up on patient complaints
Informs executive and unit leadership of patient compliments and staff recognition
Answers phone calls, responds to any voicemail messages, maintains Patient Experience Department call log
Assist nursing leadership in facilitating family meetings when needed, to address complaints and grievances that require follow-up from multiple physicians, nursing leadership and/or hospital staff
Round and document usage of our translating/interpreting tools for our LEP patients
Provide education for staff on those not utilizing the tools appropriately and ensure documentation
Recognizes and communicates potential liability issues to the Director of Risk Management as well as the Manager of Patient Experience in order to reduce the possibility of litigation for staff and institution
Urgent issues are communicated by telephone as soon as feasible
Documentation via memo or email is prepared and submitted to the Director of Risk Management within 48 hours of the occurrence
Shows a willingness to take on additional assignments and/or put in additional time when necessary,
Understands the duties of other positions in the department so that coverage can be maintained in emergencies,
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.
Equal Opportunity Employer
RWJBarnabas Health is an Equal Opportunity Employer