Patient Access Representative

Creating Life Better Here Starts With You

At San Juan Regional Medical Center, we're more than a healthcare provider—we're a values-driven organization dedicated to delivering exceptional care. As a team member, you help fulfill our mission to make life better here for our community.

The Patient Safety and Experience Assistant supports both the Patient Safety and Quality team and the Patient Experience team in promoting a culture of safety, service excellence, and continuous improvement. This dual role is vital in coordinating and documenting initiatives related to safety events, experience trends, and organizational engagement. The Patient Safety and Experience Assistant manages meeting agendas and minutes, organizes assignments through the Quantros event reporting system, conducts patient safety and experience rounds, and provides logistical support for safety and experience-based programs. They also assist in tracking patient grievances, safety events, rounding data, and communication follow-ups to support positive patient and family interactions. This role applies best practices in communication, data tracking, and regulatory compliance to help identify trends, support follow-up actions, and promote high reliability and exceptional care experiences across the organization. The role contributes to employee engagement and safety awareness by supporting recognition programs such as Great Catch awards and planning the annual World Series celebrations. Through a combination of organizational skill, attention to detail, and commitment to safety excellence, the Patient Safety Assistant helps ensure a safe and accountable care environment.

Required Behaviors:

• As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission.

Required Qualifications:

• High school diploma or equivalent required.
• Minimum of one (1) year of experience in a healthcare setting, preferably in a quality, safety, or patient experience role.
• Strong organizational, communication, and interpersonal skills.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook); experience with data dashboards or event reporting systems
• Basic Life Support (BLS) Certification.
• Ability to manage multiple priorities, meet deadlines, and maintain confidentiality.
• Demonstrated commitment to service excellence and improvement of the patient and caregiver experience.
• Demonstrated proficiency preparing spreadsheets, graphs, slide decks.
• Must exhibit strong customer service skills.
• Ability to demonstrate assertiveness, when necessary, to meet deadlines.
• Possesses basic office skills, excellent telephone skills and excellent letter writing capabilities.
• Must be able to be patient, flexible, and can deal with multiple behavior styles. Must be able to stay calm in tense situations and handle difficult people.
• Must be self-motivated and have the ability to stay on task.

Preferred Qualifications:

• Associate or bachelors degree in healthcare administration, nursing, public health, or a related field preferred
• Be proactive
• Leadership qualities
• Clinical background

Duties and Responsibilities:

• Complete routine safety and patient experience rounds.
• Maintain working knowledge of the event reporting system (e.g., Quantros) for assigning investigations, documenting and tracking patient safety and patient experience events.
• Assist in the tracking and analysis of patient safety events and grievances, concerns, and compliments.
• Monitor deadlines for safety follow-ups and ensure timely completion of tasks (e.g., RCA, action items).
• Consistently uphold HIPAA and privacy standards.
• Communicate with managers regarding outstanding safety and experience items, gather required information, and escalate issues to one up (VPs/Directors) as needed.
• Analyze and trend patient safety and experience data; generate reports and dashboards for review by relevant Patient Safety and Patient Experience Steering committees.
• Accurately document and distribute meeting minutes for the Patient Safety and Patient Experience Steering committees and other related meetings as assigned.
• Support the development and delivery of presentations related to safety and patient experience initiatives.
• Assist in improvement opportunities to enhance safety and service outcomes.
• Coordinate and prepare recognition materials for Great Catch award recipients and Patient Experience recognition programs.
• Assist in planning and logistics for employee engagement events such as the World Series safety celebration and Patient Experience What Matters to You program, including materials, communication, and interdepartmental coordination.
• Each caregiver is responsible for implementing SJRMC’s Service Standards into their daily work: Safety, Courtesy, Effectiveness, and Stewardship
• Other duties as assigned

Physical Demands and Environmental Work Conditions:

• Office setting may involve prolonged sitting or standing and sometimes walking distances.
• Must be able to lift a minimum of fifteen (15) pounds.
• May endure extensive use of the computer