Patient Navigator Req #: 0000164910
Category: Clerical / Administrative Support
Status: Full-Time
Shift: Day
Facility: RWJ New Brunswick
Department: Patient Satisfaction
Location: Main Hospital - New Brunswick, One Robert Wood Johnson Place, New Brunswick, NJ 08901

Job Overview:

The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests. Collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manage patient needs, and support the response to concerns.

Qualifications:

Required:

Bachelor's Degree Certified Patient Experience Professional CPXP required, or required within 3 years of hiring dateMinimum of 2 years of customer service, or 2 years of experience working in an acute care setting.Exceptional customer service, phone etiquette and communication skills Great listening skills Ability to maintain confidentiality regarding sensitive information Must have good judgment, sensitivity, flexibility, and empathyMust be able to multitask, coordinating more than one event at a timeComplaint management skills Analytical thinking and problem solvingAbility to resolve conflict and de-escalate situations

Preferred:

Proficiency in data management and other IT platforms Proficiency in PowerPoint, Microsoft Office, and Excel General knowledge of HCAHPS preferredExcellent ability to build and sustain professional and interpersonal relationships.Ability to effectively communicate with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approachesConflict negotiation/cultural brokerAbility to adequately and accurately document information and maintain filesThe ability to adapt to new initiatives and changes within the department and healthcare organization.Willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements.Exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision

Scheduling Requirements:

Day Shift Rotating weekends and holidays may be requiredFull-Time

Essential Functions:

Serves as a central resource for information concerning patients rights and responsibilities, and ethical issuesFacilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanismForms partnerships with internal and external stakeholders to resolve complaints and grievancesLeads efforts to collect, analyze and evaluate patient concernsMasters an understanding of the organization s mission, policies, procedures, and services to respond to patient questions or concernsResponds to potentially serious incidents and reduces possible litigationServes as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rightsRefers patients/families to appropriate services and resourcesProvides leadership role in the inclusion of the patient/family experienceIs an integral part of the decision making process across the Organization regarding patient experiencesComplete daily rounds on inpatients to ensure that expected essential behaviors are demonstrated, and essential duties are being done, as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performanceFacilitates patient and family meetingsServes as subject-matter expert in Service RecoveryAssists with promoting language access service utilizationAttend unit specific Patient Experience meetings to share performance data, in order to educate staff, and enhance engagement and understanding of patient's expectations, as well as how to fulfill those expectationsWill require membership and involvement in the Patient and Family Advisory CouncilIts mission is to collaborate with Robert Wood Johnson University Hospital leadership and staff to empower families to provide input for organizational policies and practicesThe council supports the organization's mission and promotes Patient- and Family-Centered Care by putting the patient and family at the center of all activities

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 market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

Paid Time Off (PTO) Medical and Prescription Drug InsuranceDental and Vision InsuranceRetirement PlansShort & Long Term DisabilityLife & Accidental Death InsuranceTuition ReimbursementHealth Care/Dependent Care Flexible Spending AccountsWellness ProgramsVoluntary Benefits (e.g., Pet Insurance)Discounts Through our Partners such as NJ Devils, NJ PAC, 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.

RWJBarnabas Health is an Equal Opportunity Employer