Job Description

Job Details:

Job Summary: The Patient Experience Associate is responsible for ensuring an exceptional patient family and visitor experience. With extensive knowledge of WMCHealth and the surrounding area, the position has direct accountability for meeting the non-clinical needs of patients and caregivers and contributing to the efficient functioning of Patient Experience department.

 Responsibilities:

• Communicates and interacts with patients, families in caring and empathetic, courteous and respectful manner promoting family centered care.
• Conducts patient rounds on all new admits utilizing daily census reports within 24 hours of admission and serves as a liaison to connect the patient’s expectations and perspectives with the care team.
• Ensures that patient rooms and waiting areas are clean, comfortable and safe and utilizes appropriate reporting and communication tools to document requests for resolutions to enhance the patient experience.
• Provides reception, assists with accessing resources, provides supportive listening, and makes referrals as appropriate in the Caregiver Center, Family Resource Center, Emergency Department and Surgical Waiting Rooms.
• Triages service facilitations to ensure quick resolution and mitigate complaints and grievances.
• Visits patients for advance directive and language translation triggers and conducts necessary follow up.
• Conducts outreach calls to emergency contacts of newly admitted patients.
• Obtains and keeps equipment and supplies ready and available for use.
• Acts as a liaison between the patients and WMCHealth staff, providing a specific channel through which patients can seek solutions to problems, concerns and unmet needs.
• Assists with the implementation of all departmental programming.
• Maintains proficiency with Patient Rights, HCAHPS, and other regulatory requirements and internal processes.
• Performs other duties as assigned.

Qualifications/Requirements:

Experience: 1-3 year’s healthcare experience or direct customer service experience.

Education: Associate’s degree in related field required, Bachelor’s degree preferred. Equivalent combination of Experience and Education (High School diploma plus1-3 years’ experience in patient experience, customer service or hospital) may be substituted for degree requirement.

Licenses / Certifications: N/A

Other:

• Ability to communicate effectively both verbally and in writing.
• Ability to establish rapport with the public.
• Ability to handle and safeguard confidential information.
• Sound professional judgment; maturity; empathy; keen sensitivity; flexibility; dependability.

Special Requirements: N/A

About Us:

Good Samaritan Hospital

Good Samaritan Hospital in Suffern, NY, is a 286-bed hospital providing emergency, medical, surgical, obstetrical/gynecological and acute-care services to residents of Rockland and southern Orange counties in New York; and northern Bergen County, NJ. The hospital is home to a recognized cardiovascular program, comprehensive cancer-treatment services, the area’s leading Wound and Hyperbaric Institute and outstanding maternal/child services that includes a Children’s Diagnostic Center. Good Samaritan Hospital also provides social, psychiatric and substance-abuse services and its certified home-care agency supports residents of the Hudson Valley and beyond.

Benefits:

We offer a comprehensive compensation and benefits package that includes:

• Health Insurance
• Dental
• Vision
• Retirement Savings Plan
• Flexible Savings Account
• Paid Time Off
• Holidays
• Tuition Reimbursement

Job Tags

Similar Jobs