PATIENT EXPERIENCE ADVISOR

Job Description Summary

Coordinates programs and practices to address patient and family satisfaction with South Shore Health, its physicians, advanced practice clinicians, clinical staff and services.

Job Description

1 - .  Builds, sustains and demonstrates knowledge of South Shore Health, health care and patient and family satisfaction management.

   a - Understands and demonstrates the core competencies needed for optimum job performance

   b - Demonstrates knowledge of South Shore Health’s mission/vision, strategic plan, organizational structure, medical staff, programs and services

   c - Demonstrates knowledge of relevant organizational, divisional, and departmental policies and procedures

   d - Actively reads organizational, industry, trade and business publications

   e - Attends seminars, workshops and educational programs

   f - Shares information with colleagues

   g - Applies knowledge to projects and tasks

2 - Addresses specific patient and family complaints/concerns that may be received through a variety of mechanisms (e.g., Careline, surveys, letters, calls, visits, e-mails, rounding)

   a - Demonstrates diplomacy and tact in interactions with patients and families

   b - Demonstrates sound judgment in assessing, prioritizing, and reporting complaints

   c - Documents and reports complaints, as consistent with policies and procedures

   d - Acknowledges complaints within specified timeframes

   e - Refers complaints to appropriate individuals for follow up action

   f - Monitors, facilitates, and reports complaint investigations and responses

   g - Supports/counsels South Shore Health colleagues in effective complaint resolution

   h - Facilities timely and appropriate responses to persons with concerns

   i - Maintains comprehensive documentation of complaints, as consistent with policies and procedures

   j - Promptly notifies supervisor of problems related to complaint resolution

3 - Addresses positive comments from patients/families

   a - Appropriately thanks individual(s) for positive comment(s), including sending of written acknowledgements.

   b - Shares positive comments with involved individuals/units and department managers

   c - Assures that comments are added to employees’ human resource files (if applicable)

4 - Takes a pro-active, multidisciplinary team approach to patient feedback management and satisfaction with non-medical needs/special requests of the patient, family, or visitor

   a - Rounds regularly at various South Shore Health locations including the hospital and ambulatory practice locations  

   b - Responds to patient feedback promptly; handles complaints and problems in person when all possible  

   c - Heightens communication among the patient, family and provider regarding policies, procedures, or other information, where applicable to promote an informed care experience

   d - Provides families with progress reports/updates as appropriate and in compliance with privacy and security regulatory guidelines

   e - Assists patients/visitors/staff with information gathering and/or special requests when related to optimizing the patient’s care experience

   f - Contacts patients and families for follow up when necessary

   g - Supervises/advises support personnel as appropriate to meet needs of the patient, family or visitor

   h - Educates and delegates duties to assigned volunteer(s) when appropriate

5 - Establishes and maintains proficiency with office computer systems and software programs.

   a - Demonstrates proficiency with PC software programs (including Windows, Microsoft Word, Excel, PowerPoint, and other applications (Epic, RL Solutions the complaint/compliment documentation and patient satisfaction monitoring system).

   b - Troubleshoots problems with hardware and software

   c - Assures word processing adheres to correspondence standards

   d - Attends seminars/courses to enhance skills

   e - Follows procedures for equipment maintenance and computer file storage/backup

6 - Contributes to improving the performance of departmental projects/activities

   a - Demonstrates understanding of departmental performance improvement goals and individual role in achieving them

   b - Identifies, recommends and implements methods by which projects can be accomplished more effectively or efficiently

   c - Assures that materials follow organizational/departmental style guidelines

Technology and Learning

   a - Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

   b - Embraces technological advances that allow us to communicate information effectively and efficiently based on role

NON-ESSENTIAL FUNCTIONS
1. Other duties as required
2. Maintains positive, professional attitude toward special requests/projects
3. Demonstrates willingness to take on additional responsibilities
4. Responds to requests in a timely, organized, and efficient manner
5. Provides regular reports on the status of project completion
6. Represents the organization effectively with external groups

PHYSICAL REQUIREMENTS

General Activity - Frequent Standing/Walking Required, Frequent Driving Required

Motion - Frequent Activity Required-pushing, pulling, lifting, bending

Motor Skills - Use of hands required, Use of feet required

Weight/Force - Light lifting required (<25lbs)

JOB REQUIREMENTS

Minimum Education - Preferred

Bachelor’s degree in psychology, sociology, or related field preferred.  Familiarity with statistical analysis desirable.

Minimum Work Experience

Requires three (3) to five (5) years of experience in a customer service position, preferably within healthcare.

Required additional Knowledge, and Abilities

Must demonstrate an ability to manage highly confidential patient satisfaction issues with diplomacy, tact, tenacity, and persuasiveness.
Must possess excellent judgment, the ability to juggle multiple priorities, and strong listening, interpersonal, verbal/written communicative skills.