Part-Time, Patient Experience Navigator

Job Title Patient Navigator Location RWJUH Rahway Hospital Department Patient Satisfaction Req # 0000249782 Status Hourly Shift Part -Time, Day, 20 Pay Range $23.00-$35.00 per hour Pay Transparency The above reflects the anticipated annual salary range for this position if hired to work in New Jersey. The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience. Job Overview The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests. The Patient Experience Navigator collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manage patient needs, and support the response to concerns. Qualifications Required Bachelors Degree required Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting Preferred General knowledge of HCAHPS preferred Proficiency in Power Point, Microsoft Office, and Excel preferred Certifications and Licenses Required Certified Patient Experience Professional (CPXP) required, or required within 3 years of hiring date Scheduling Requirements Part-Time, Day, 20 hrs M-F - Five, 4-hr weekday shifts Essential Job Functions Serves as a central resource for information concerning patients rights and responsibilities, and ethical issues Facilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanism Forms partnership with internal and external stakeholders to resolve complaints and grievances Leads efforts to collect, analyze and evaluate patient concerns Masters an understanding of the organization s mission, policies, procedures, and services to respond to patient questions or concerns Responsible for meeting all regulatory regulations and standards Responds to potentially serious incidents and reduces possible litigation Serves as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rights Refers patients/families to appropriate services and resources Provides leadership role in the inclusion of the patient/family experience Is an integral part of the decision-making process across the organization regarding patient experiences Complete daily rounds on inpatients to ensure that expected essential behaviors are demonstrated and essential duties is being done, as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performance Facilitates patient and family meetings Serves as subject matter expert in Service Recovery Assists with promoting language access services utilization Attend unit specific Patient Experience meetings to share performance data, in order to educate staff, and enhance engagement and understanding of patient s expectations, as well as how to fulfill those expectations Will require membership and involvement in the Patient and Family Advisory Council Its mission is to collaborate with Rahway Hospital leadership and staff to empower families to provide input for organizational policies and practices Ultimately supporting the organizations mission vision and values Benefits 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! Equal Opportunity Employer Equal Opportunity Employer #J-18808-Ljbffr