Patient Experience Representative - Patient Experience (Days) (Part-Time)

Patient Experience Representative

The Patient Experience Representative serves as a frontline advocate for patients, families, and caregivers by proactively identifying opportunities to improve the patient experience, resolving concerns in real time, coordinating service recovery efforts, and connecting patients with resources that remove barriers to care. This role partners closely with nursing, physicians, ancillary departments, and leadership to ensure concerns are addressed promptly while fostering a culture of compassionate, patient-centered care. The Patient Experience Representative also supports organizational initiatives related to patient satisfaction, employee recognition, and continuous improvement through the Tanner Excellence System.

Required Knowledge & Skills

Education: High School Diploma or GED

Experience: Six months of related experience

Licenses and Certifications

DRIVER'S LICENSE

Supervision

Occasionally uses assistance of aide or helper in performance of task

Qualifications

Bilingual preferred.

Minimum 6 months experience involving guest interaction, satisfaction, and hospitality.

Knowledge of medical terminology, hospital systems, operations, locations and departments relating to patient care.

Knowledge of Patient Rights & Responsibilities, Joint Commission standards, and centers for Medicare Medicaid regulations.

Ability to maintain confidentiality of sensitive verbal and written information

Working knowledge of windows-based office software, computers, and operating systems.

Statement Of Employment Philosophy

Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.

Functions

Area of Responsibilities

Must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patient's rights and ethical treatment, safety and security, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs.

Must perform all duties and responsibilities in accordance with the Service Standards of the hospital, using this as a framework for patient-centered interactions. Ensures patient rights are respected, promotes a culture of safety, and demonstrates all facets of the Service Standards.

Responsible for doing daily rounds on patient care units, evaluating and triaging calls from patients and families, assessing needs, investigating problems or complaints, and facilitating follow up with the appropriate person or departments. Daily visitation of patients on assigned units.

Gathers feedback proactively by rounding on patient rooms and speaking with families throughout the facility. Formulates any necessary action plans and follow-up based on feedback received. This may include immediate problem-solving and or service recovery.

Serves as liaison between patients and the hospital through whom patients may voice their problems, concerns, or complaints. Accurately documents all patient concerns complaints in complaint tracking system. Monitors and updates complaints and their resolutions in the database which is used for quality improvement activates for the organization.

Investigates patient family concerns complaints and provides appropriate and timely responses. Maintains regular communication during the investigation and formulates written response (when appropriate). In accordance with HIPPA guidelines, shares appropriate updates with families.

Provides practical assistance and emotional support to patients, family, and staff as needed. Maintains sensitivity and confidentiality in all aspects of guest interactions.

Daily tasks include: wayfinding, concierge services such as providing information on community resources, delivery of guest services amenities, courtesy visits, manage site-specific navigation needs (ED, Parking, units, cafeteria).

Compliance Statement

Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.

Definitions

The Patient Experience Representative is dedicated to promoting the highest quality of hospitality and patient guest satisfaction. They function as a non-clinical resource and liaison between the patient and their family, and the hospital and community it serves. They ensure patient rights are respected, promote a culture of safety, provide a channel for problem mediation and resolution, and is a conduit for feedback to management and staff on issues related to patient satisfaction.

Position Responsibilities

Contact with Others: Regular contacts with other people in or out of department, but of very routine nature, requiring courtesy and tact.

Effect of Error: Probable error usually detected in succeeding operations and generally confined to a single department or phase of organization activities. Practically all work is subject to verification or check. Occasional work with some confidential data where the effect of any disclosure would be negligible or where the full import is not apparent in the routines performed.

People Management Responsibilities

Supervisory Responsibility: Occasionally uses assistance of aide or helper in performance of task

Work Environment/Physical Effort

Mental Demands: Work involves a variety of problems in a general field, some of which are complex. Involves some independent judgment to decide what to do to assemble facts, determine variations from standard procedures, or plan other action to be taken to meet general objectives.

Working Conditions: Minor - Occasionally involved in exposure to dirt, odors, noise, or some work is performed with exposure to temperature/weather extremes/occupational risk and probability of coming into contact with blood borne pathogens, other potentially infectious diseases, or biomedical/bio-hazardous materials.

Working Conditions Aspects for Immunizations

Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No

Directly works with Patients less than 12 months of age: No

Physical Effort: Minor physical effort - Job requires person to stand and/or walk frequently. Lifts, carries, or uses lightweight (1 to 25 lbs.) materials or equipment less than half of the day. Works in reaching or strained position intermittently. Office or laboratory work requires close visual effort less than half of day. Office or Laboratory work with concentration on a monotonous, repetitious procedure or skill most of day, where speed and accuracy are essential.

Physical Aspects

Bending: Occasional = 1% - 33% of the time

Typing: Occasional = 1% - 33% of the time

Manual Dexterity -- picking, pinching with fingers etc.: Not required

Feeling (Touch) -- determining temperature, texture, by touching: Not required

Hearing: Constant = 67% - 100% of the time.

Reaching -- above shoulder: Not required

Reaching -- below shoulder: Not required

Visual: Constant = 67% - 100% of the time.

Color Vision: Occasional = 1% - 33% of the time

Speaking: Constant = 67% - 100% of the time.

Standing: Constant = 67% - 100% of the time.

Balancing: Occasional = 1% - 33% of the time

Walking: Constant = 67% - 100% of the time.

Crawling: Not required

Running - in response to an emergency: Occasional = 1% - 33% of the time

Lifting up to 25 lbs.: Occasional = 1% - 33% of the time

Lifting 25 to 60 lbs.: Not required

Lifting over 60 lbs.: Not required

Handling -- seizing, holding, grasping: Occasional = 1% - 33% of the time

Carrying: Occasional = 1% - 33% of the time

Climbing: Not required

Kneeling: Occasional = 1% - 33% of the time

Squatting: Occasional = 1% - 33% of the time

Tasting: Not required

Smelling: Not required

Driving -- Utility