Patient and Guest Services Representative I

Job Title

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Job Description

Support the mission of The Christ Hospital Health Network to be the leading hospital in our region providing the finest experience in personalized healthcare. TCH Patient Representatives will connect with patients, families, and care teams to listen, advance, elevate, problem solve, partner, customize and personalize for a world class patient experience

Responsibilities

Develops, maintains, and cultivates relationships with patients, family members and guests by consistent rounding of patients on pilot units for world class experience. Demonstrates warm hospitality when communicating in person, over the phone, and via electronic means. Patient Representative interact with patients, families, and team members in a positive and supportive manner.

Communicates with department manager and patient and guest services, keeping a pulse on patient experience daily, and reporting out at lease weekly.

Collects and integrates encounter-level experience data to help inform evidence-based strategies, improve processes and help design interventions leading to better patient experiences.

Maintains and develops collaborative relationships with team members on their unit and different stakeholders at TCHHN. Attend unit huddles and team meetings. Send Gratitude Grams, appreciation cards, or emails to recognize team member who went above and beyond in exceeding patient and family expectations.

Connects with patients and family's to learn about their experiences and restore relationships if needed. Partners with unit leadership and/or patient and guest services to report complaints and conduct appropriate follow up.

Proactively finds solutions by reaching out to the appropriate department, using service recovery tools and communicating with leadership, and document interventions in a timely manner.

Become competent and knowledgeable in identifying patient communication needs and connecting them with the appropriate resources (i.e., interpreter services and assistive devices). Have an understanding of and sensitivity to diverse cultural differences and communication needs.

Develop competency and knowledge of regulatory/safety requirements, infection control policies, and protocols needed to reduce/mitigate/prevent exposure and spread of infectious diseases and other disease processes.

The department is responsible for processes to meet regulatory requirements and measure, monitor, and support the critical success factor of improving patient experience. This position provides support of both processes.

Completes other tasks as assigned: lost belongings, incoming calls etc.

Qualifications

KNOWLEDGE AND SKILLS: In the sections below, please minimum education/training (degrees, certifications, and licenses) necessary to enter the job. Provide the minimum job-related, and industry experience necessary to enter the job. Be specific about what qualifications/skills are required to handle the responsibilities of the job.

EDUCATION: High School Diploma/GED

YEARS OF EXPERIENCE:

REQUIRED SKILLS AND KNOWLEDGE: Strong interpersonal skills mandatory. Exceptional communication skills, both written and verbal. Excellent active listening skills. Ability to communicate and work effectively across different health care disciplines and teams. Innovative thinking related to the development of programs/systems that support continuous quality improvement and TCHHN's Mission, Vision and Values