Patient Representative

Job Title: Patient Representative

Location: Main Hospital - New Brunswick

Department Name: Perioperative Support Services

Req #: 0000206392

Status: Hourly

Shift: Day

Pay Range: $19.74 - $24.97 per hour

Pay Transparency:

The above reflects the anticipated hourly wage 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 Representative serves as a liaison between the RWJBarnabas Health System, specifically RWJUH, and the patients, family members and visitors that we serve. Manage incoming complaints and grievances, from the initial point of contact to the end resolution. Responsible for sharing the concerns with the appropriate leadership for review and follow-up, as per the department guidelines.

Qualifications:

Required:

• Bachelor's Degree
• Effective communication skills
• Medical terminology knowledge

Preferred:

• A minimum of 1-2 years in a Patient Experience related role; or a role that involves communicating with patients, their family members, caregivers and visitors in a hospital setting.
• A working knowledge of Microsoft Office (Word, Excel), medical terminology and the various activities of a hospital are highly desirable

Scheduling Requirements:

• Day shift, 8:30am-5:00pm
• Monday through Friday
• Full-Time, 40 hours per week

Essential Functions:

• Assists department/unit leadership with understanding their patient experience reports and identify potential areas of opportunity for improvement.
• Helps patients, families and visitors clearly and accurately understand hospital policies and procedures.
• Provides a level of support to the patients, family members and caregivers that we serve, in order to ensure an optimal hospital experience. Through phone call discussions and unit rounding, identifies patient concerns and areas of opportunity. Address deficiencies with hospital leadership in real-time for review and follow-up. Facilitate communication between patients and all members of their healthcare team, including their nursing staff, nursing leadership, physicians and other appropriate departments and leadership when necessary. Follows up to ensure all patient concerns have been addressed.
• Utilizes good interpersonal skills during all interactions with patients, family members, care givers and visitors to the RWJUH- Somerset campus.
• Completes daily inpatient Patient Experience rounds to determine if there are any patient, family or caregiver related concerns that need to be addressed. Perform discharge callback surveys to recently discharged inpatients. Acknowledges and accurately documents patient, family, care giver and visitor related concerns that are brought to the attention to the Patient Experience both in-person and via phone calls.
• Utilizes the Patient Experience rounding tool to document patient feedback from daily unit rounds.
• Follows up with unit leadership on any relevant issues in a timely manner.
• Escalates concerns that require administrative support or follow-up to the appropriate individuals.
• Documents patients and complaints by utilizing the Verge Health Converge Platform.
• Monitors compliance and triggers the appropriate leadership through Verge to address and follow up on patient complaints.
• Informs executive and unit leadership of patient compliments and staff recognition.
• Completes special projects under the direction of the Director of Patient Experience or other department supervisors/managers in a professional manner, as evidenced by:
  • Project is completed according to the established guidelines and time frames of the requesting party.
  • Effective time management skills are used to ensure that projects are completed without jeopardizing normal daily work requirements.
• Coordinate the Patient Experience Volunteer Rounding Program

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our employees are at the heart of everything we do. Driven by our Total Wellbeing promise, our market-competitive offerings include comprehensive benefits and resources to support our employees' physical, emotional, financial, personal, career, and community wellbeing. These benefits and resources include, but are not limited to:

• Paid Time Off including Vacation, Holidays, and Sick Time
• Retirement Plans
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Disability and Life Insurance
• Paid Parental Leave
• Tuition Reimbursement
• Student Loan Planning Support
• Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Community and Volunteer Opportunities
• Discounts Through our Partners such as NJ Devils, NJ PAC, and Verizon
• ....and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey-whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer