Patient Representative ( Full Time, Day Shift)

Description

Job Summary

Champion of customer service and part of the hospitals problem solving team. Interact with patients, families, physicians, nurses and hospital staff as unbiased facilitators to resolve concerns/complaints/grievances.

Job Specific Duties

• Makes daily rounds of assigned patient units and waiting areas; visits and greets every patient room in unit and meets with all new admissions.
• Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure.
• Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way in order to troubleshoot & resolve issues.
• Maintains objectivity and keeps lines of communication open between patients, families and hospital staff.
• Helps drive service excellence by acting as a customer service champion and reviewing their assigned unit’s customer service target goals, priority questions, and sharing best practices with the staff.
• Review target goals, priority questions and share best practices with unit Director and staff.
• Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, or compliments in accordance with guidelines outlined in the MCH policy & procedure.
• Notates all patient/family concerns addressed in daily logs and documents all complaints within 24 hours in the complaint documentation system.
• Acknowledges electronic communication and telephone messages within 24 hours of receipt; provides excellent internal and external customer service.
• Meets regularly with the unit’s Director, participate in two service huddles and/or one department meeting a month in the unit and facilitate customer service support.
• Notifies hospital staff, Directors, and Administration of problems or complaints as needed; reports unusual events regarding patient care issues on a timely basis to Risk Management.
• Communicates information regarding hospital services; presents and/or interprets policy and procedure information to patients and families.

Qualifications

Minimum Job Requirements

• Fluency in speaking both English and Spanish languages required.
• Experience in dealing effectively with people in stressful situations
• 2-4 years Experience in dealing with patients and families in a hospital setting

Knowledge, Skills, and Abilities

• Demonstrates reflective listening and strong customer service skills.
• Knowledge in use of computers and ability to learn appropriate software applications.
• Knowledgeable of Patient Rights.
• Possesses an awareness of hospital systems and procedures, location of all departments, treatment areas and other patient services.
• Excellent customer service with experience and training.
• Proficient writing skills.
• Ability to communicate effectively in English and Spanish.
• High school education or equivalent preferred.
• Associate degree in a related field or Bachelor’s degree preferred.
• Consistently displays a professional appearance & presents themselves as a role model to the MCH staff.

Job :

Professional

Primary Location :

Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus

Department :

PATIENT & GUEST SERVICES-1000-868001

Job Status

:Full Time