Job Overview:

The Patient Representative is an essential member of the Patient Experience Team, and will act as a liaison between Community Medical Center, patients, family members, caregivers and visitors that we serve.

Qualifications:

Required:

• High School Diploma or GED required
• Excellent problem-solving skills
• Detail oriented with attention to follow up
• Effective interpersonal, oral, and written communication skills
• Working knowledge of MS Word and MS Outlook
• Working knowledge of safety event reporting software
• Ability to work independently

Preferred:

• Bachelors in a related field preferred

Certifications and Licenses Required:

• N/A

Scheduling Requirements:

• 8:00am – 4:30pm
• Rotating weekends and holidays
• Full Time, 40 hours per week

Essential Functions:

• Role will require coverage of Emergency Department during designated shift hours, with the expectation of assisting with inpatient unit coverage, when needed
• Manages incoming complaints and grievances, from the initial point of contact to the end resolution
• Provides a level of support to the patients, family members and caregivers that we serve, in order to ensure an optimal hospital experience
• Responsible for sharing the concerns with the appropriate leadership for review and follow-up, as per the department guidelines
• Completes daily Emergency Department Patient Experience rounds to determine if there are any patient, family or caregiver related concerns that need to be addressed and documents complaints and grievances by utilizing the Verge Health Converge Platform
• Rounds on various units such as inpatient units, outpatient areas, and the ED daily to interact with patients and their families to capture feedback pertaining to the HCAHPS and Press Ganey domains
• Works with unit leadership to address any concerns and complaints in real-time
• Assists nursing leadership in facilitating family meetings when needed, to address complaints and grievances that require follow-up from hospital staff
• 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
• Actively participates in culture committees, as needed
• Provides education for staff on those not utilizing the tools appropriately

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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!