Patient Services Rep, Patient Satisfaction Req #: 0000186643
Category: Clerical / Administrative Support
Status: Full-Time
Shift: Day
Facility: Trinitas Regional Medical Center
Department: Patient Satisfaction
Location: WILLIAMSON STREET, 235 Williamson Street, Elizabeth, NJ 07202

Job Overview:

The patient representative is a liaison between the Emergency Department patients and the medical staff. The primary responsibility of the Patient Service Representative is to ensure that the patients and visitors are informed about the process of their care. This includes patient rounding and ensuring that patients and visitor are informed, comfortable and understand why they are waiting.

Qualifications:

Required:

High School graduateAbility to work with minimal supervision Adaptability with high tolerance for ambiguous work situations Excellent analytical skills, including analysis, planning, organizing, and troubleshooting Good oral and written communication skills; presentations skillsMust be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goalMust be able to address difficult, awkward situations with tact and diplomacy Must be informed regulatory healthcare representatives for the patient and organization; must be able to communicate patient and visitor rights and responsibilities to patients, family members, and staff Must be visible to staff, offering support and modeling service behaviors and concern resolution processes Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues Possess strong customer service skills/interpersonal interactions; ability to handle difficult and angry people constructively; savvy enough to interact with physicians/senior leadership Proficient in Windows-based operating software/systems

Preferred:

Bilingual Spanish a plus

Scheduling Requirements:

Shift- Day Monday Friday with every other weekend/HolidayFull Time

Essential Functions:

Facilitate resolution of complaints/grievances/ requests for Patients & Visitors in the Emergency DepartmentRespond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staffPatient rounding within the Emergency DepartmentFacilitate use of EASE application for emergency department patientsConduct patient experience call backsDocument patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome.Coordinate interventions/services with Customer Service and Patient Relations, Patient and Visitor Relations and Risk ManagementCollaborate with ED leadership to meet customer service and clinical quality outcomesIdentify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolveAnalyze complaint/grievance data and collaborate with ED Leadership and staff on a monthly basisFacilitate Customer Service training for staff on EDParticipate on committees, work groups, and/or process improvement teams that improve patient/customer satisfactionPerform other related duties incidental to the work described hereinAssist in referring patients to appropriate services and resources and responds personally when other alternatives are not available

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