Part-Time, Patient Experience Navigator

Qualifications

• Bachelor’s Degree required
• Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting
• PREFERRED: General knowledge of HCAHPS
• PREFERRED: Proficiency in Power Point, Microsoft Office, and Excel
• CERTIFICATIONS AND LICENSES REQUIRED: Certified Patient Experience Professional (CPXP) required, or required within 3 years of hiring date

Scheduling Requirements

Part-Time, Day, 20 hrs M-F - Five, 4-hr weekday shifts

Essential Job Functions

• Serves as a central resource for information concerning patients rights and responsibilities, and ethical issues
• Facilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanism
• Forms partnership with internal and external stakeholders to resolve complaints and grievances
• Leads efforts to collect, analyze and evaluate patient concerns
• Masters an understanding of the organization's mission, policies, procedures, and services to respond to patient questions or concerns
• Responds to potentially serious incidents and reduces possible litigation
• Serves as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rights
• Refers patients/families to appropriate services and resources
• Provides leadership role in the inclusion of the patient/family experience
• Is an integral part of the decision-making process across the organization regarding patient experiences
• Completes daily rounds on inpatients to ensure that expected essential behaviors are demonstrated and essential duties is being done, as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performance
• Facilitates patient and family meetings
• Serves as subject matter expert in Service Recovery
• Affords assistance with promoting language access services utilization
• Attends 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 expectations
• Completes 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 performance
• Will require membership and involvement in the Patient and Family Advisory Council

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.

Pay

$23.00 - $35.00 per hour

Benefits

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 Insurance, Dental and Vision Insurance, Retirement Plans, Short & Long Term Disability, Life & Accidental Death Insurance, Tuition Reimbursement, Health Care/Dependent Care Flexible Spending Accounts, Wellness Programs, Voluntary Benefits (e.g., Pet Insurance), Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

About the Role

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