Patient Experience Representative

City/State:

Nyack, New York

Patient Satisfaction

Day

TUES-SAT

11 AM-7:30 PM

8.5 HOURS

40

$28.00 For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Under the direction of the Manager of Patient Experience, the Patient Experience Representative enhances the hospital experience of patients and their families. They may act as a navigator and advocate for the patient as well as a hospital Service Recovery expert. The Patient Experience Representative is instrumental in engaging patients in self care, and assists with this by interacting with patients to access the patient portal.

• Education:
  
  HS Diploma required. Bachelor’s Degree preferred
• Experience:
  
  Customer Service in a hospital or medical practice setting preferred.
• Certifications/Training:
  Must attend CALM training in-house every 2 years.
• Other:
  Excellent written and communication skills. Must present professionally and demonstrate positive customer service to patients.

General Contacts:
Patients, Interdisciplinary Care Team, patients, family members, Visitors, MD’s, Administrators, Department Managers, staff Environment and Demands Environmental Demands:
Patient Care Area, Potential Exposure to infection Essential Physical and Cognitive Demands, Manual Dexterity:
Concentration and organizational skills, analysis, customer sensitivity, critical thinking skills. Some lifting, pulling and standing. Manual dexterity.

Demonstrates adherence to Montefiore Nyack Hospital “We Care” standards including:

WORKING TOGETHER “I will commit to work together in a courteous, respectful manner. I will demonstrate a positive spirit of service with all employees with whom I interact.” I will:
Place team success above individual recognition. Be receptive to new ideas and approaches within my workplace. Offer assistance generously without hesitation.

EMPOWERMENT “I will be accountable, responsible, and self-directed in all aspects of my work at all times.” I will:
See projects through to ensure completion. Problem solve with patients, family members, and other employees. Follow up to ensure a resolution.

COMMUNICATION “I will demonstrate positive communication in a clear, courteous and appropriate manner at all times.” I will:
Use effective verbal and written communication to patients, families, visitors, and fellow employees using the principles of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You) Use positive communication in my tone of voice, body language, and choice of words.

APPEARANCE “I will dress in a manner that reflects a professional and positive image of the hospital at all times” I will:
Maintain a clean, neat, and professional appearance. Adhere to the Hospital's dress code policy. Promote and adhere to Nyack Hospital's guidelines regarding a safe and clean work environment for employees, patients and visitors.

RESPONSIVENESS “I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers.” I will:
Respond empathetically. Apologize for delays and concerns.

EXCELLENCE IN SERVICE “I will strive to ‘do my best everyday’ in exceeding customer expectations.” I will:
Anticipate and address my patients’ and customers’ needs. Avoid negativity and exhibit a “can-do” attitude. “Manage up” fellow employees, physicians, departments, and the organization, to increase patient confidence both internally and in the community.

Demonstrates support of the mission and strategic action plan through the initiation and ongoing implementation/evaluation of department activities/plans.

Demonstrates the technical/professional knowledge, skills and abilities necessary for the successful operations of the department including, where applicable, age specific competency. Serve as liaison and advocate between patients, family members, and the…