Experience Advisor

Description Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Experience Advisor serves as the Ombudsman for patients and family members through the consistent application of patient rights and compliance with regulatory, federal and state guidelines. This position tracks, trends, analyzes, reports, and presents qualitative and quantitative data and partners with key stakeholders to develop and implement initiatives to enhance the human experience, improve the delivery of care and services, and minimize risk to the patient, guest, medical center and team members. The position also demonstrates leadership and management of administrative referrals and regulatory analysis. The Experience Advisor serves as a role model, coach, and educator in all matters related to patient rights, service excellence and patient satisfaction. Supports the Experience Ambassador role as needed. Responsibilties A day in the life of an Experience Advisor with Hackensack Meridian Health includes: Functions as the mechanism for investigating patient grievances and works independently to manage grievance cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or patient`s representative, within the established standards and policies, including referrals to Quality Assurance and to and from Risk Management. Educates patients, families, and team members about patient rights and responsibilities in accordance with hospital policy as well as federal, state and regulatory agencies. Routinely track, trend, analyze, report and present qualitative and quantitative data to proactively identify and address issues impacting the consumer`s experience. Collaborates with the Office of Experience leader, and key stakeholders to develop, deploy and execute strategies to enhance the consumers` experience. Serves as a coach and resource to all team members on communication strategies, service recovery, best practices and initiatives designed to improve the consumers` experience, reduce complaints and build trust within the organization. Generates patient satisfaction reports and serves as a resource on data interpretation. Identifies the need for, organizes and facilitates patient/family conferences in collaboration with appropriate physicians, leaders and/or team members. Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available. Follows up on referrals/requests from administration, leadership, medical staff, and volunteer patient representatives regarding the patients` perception of care or services. Participates in initiatives to ensure compliance with CMS Conditions of Participation and Joint Commission standards (i.e., measures of success). Educates hospital staff about perceptions and concerns expressed by patients. Oversees, coordinates and/or participates in projects as required. Performs all of the functions of the Experience Ambassador including proactive patient rounding, support to families in crisis, and routine environmental observations. This position may cover the call center function, provide notary services for hospital-related documents, education/completion of advance directives, facilitate the administrative referral process, manage lost property claims, and provide general office support when needed. Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.) Adheres to the standards identified in the Medical Center's Organizational Competencies. Qualifications Education, Knowledge, Skills and Abilities Required Bachelor`s degree. 3 - 5 years of business experience, in either hospital/healthcare, hospitality, experience marketing, customer service and/or communication. Excellent customer service and mediation skills. Strong analytical and critical thinking skills for problem solving and process improvement. Experience developing and implementing action plans to improve consumer satisfaction. Experience educating and/or coaching individuals about organizational policy and initiatives. Excellent interpersonal, communication, writing, and presentation skills. Proficient in Microsoft Outlook and Office Programs. Education, Knowledge, Skills And Abilities Preferred Master`s degree. Certification in Patient Advocacy/Experience. Lean Six Sigma. Hospital operations experience. Bilingual a plus. Job Duties The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to: Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness. Experience: Years of relevant work experience. Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training. Skills: Demonstrated proficiency in relevant skills and competencies. Geographic Location: Cost of living and market rates for the specific location. Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization. Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered. Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits. Minimum rate of $73,153.60 Annually HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. #J-18808-Ljbffr