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Job Summary:


The Patient Experience Representative (PXR) plays a vital role in enhancing the care experience for patients, families, and Associates. The position will act as a bridge between patients, families, visitors, and the care team. The role involves providing compassionate support, addressing concerns, and ensuring clear communication between the care team and patients and families. The PXR offers on the spot service recovery, promotes a welcoming environment, and proactively anticipates and responds to patient needs. By conducting patient rounding, the PXR captures feedback, identifies trends, and helps resolve issues utilizing resourcefulness, interpersonal and communication skills, and service recovery methods before they escalate to formal complaints and/or grievances.
Job Description
Job Description

Essential Functions & Responsibilities:

Proactive Communication and Support – Act as a liaison between patients, families, and clinical team to facilitate clear communication, improve patient understanding of their care, and convey patient concerns and needs to staff.  Responds to patient, family, and visitor concerns.  Facilitates solutions between the care team and patients/families when other alternatives are not available. Patient Rounding - Provide direct communication and support by visiting patients throughout the hospital to assess comfort levels and identify additional support needs.  Work closely with care team and leadership identifying and responding to support needs.Service Recovery and Conflict Resolution - Proactively collaborate with the care team.  Anticipate patient needs and address concerns promptly, providing on-the-spot service recovery and escalating unresolved issues to appropriate leadership and Patient Relations as necessary. De-escalate conflict and crisis situations between the care team and patients/families.  Assist with resolving concerns, ensuring fluid communication between patients, families, the care team, and Patient Relations through strong problem-solving, communication, and conflict resolution skills. Advocacy and Coordination - Facilitate communication between patients, families, and the care team, advocating for needs and troubleshooting challenges that arise during care.Feedback and Insights - Listen to patients, families, and caregivers to gather and share insights that inform the Patient Experience team, Patient Relations, and other system committees for strategic planning and decision-making.Team Collaboration - Work with clinical and administrative team to maintain a compassionate approach.  Support staff with difficult situations.   Support Patient Relations with intake of formal complaints and grievances as needed.Visibility and Engagement - Maintains high visibility in patient care areas to foster engagement, support, and collaborative relationships.Performs other duties as assigned.

Qualifications:

Required:

H.S. diplomaSelf-management and personal accountability, with ownership for achieving consistent, sustained positive service experiences.Ability to recognize and anticipate the needs of patients and respond accordingly.Ability to thrive in stressful situations, demonstrating strong conflict resolution and de-escalation skills.Strong communication skills to effectively interact with all levels of staff, physicians, patients, and families and address conflict, mediate solutions, and communicate clearly with various levels within the organization and diverse patient populations.Strong customer service skills.Critical thinking abilities to generate ideas and execute solutions.Demonstrates tolerance and flexibility in all situations.Problem-solving skills to identify resolutions.Independent decision-making skills.Compassionate attitude to provide emotional support as needed.Empathy and emotional intelligence, with a commitment to fostering a compassionate care environmentInterpersonal skills to create a welcoming positive environment

Preferred:

Associate’s degree in Social Services, Psychology, Nursing, Communications, Health Administration, or a related field.

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.