PATIENT EXPERIENCE NAVIGATOR

Essential Duties, Functions And Responsibilities

• Mets and greets customers and assists with the coordination of patient navigating services for the facility.
• Navigates/Transports patients to various clinics in the facility and retrieves patients from various clinics.
• Provides service to patients reporting to the Welcome Center by calling for Transport service, obtaining wheelchairs, or other service providers.
• Fulfills all protocols and procedures to ensure safe delivery of patients and their possessions.
• Responds to questions in person or by telephone concerning the organization, functions, activities, and personnel of the hospital.
• Communicates in a professional manner and demonstrates respect for patient, families/significant other and other health care members.
• Maintains and updates hospital directories/resources which are located in the lobby and keeps current records of staff and inpatients.
• Maintains a supply of maps of the hospital and installation to facilitate providing directions to visitors.
• Maintains levels of informational materials, updates them, and restocks in a timely manner.
• Performs administrative duties such as typing of standard report forms, routine form letters, rosters, and scanning of documents for safe keeping.
• Enters patient complaints and/or grievances into the electronic event reporting system.
• Aids in the immediate resolution of a patient complaint by listening and coordinating with Patient Experience Liaison for immediate resolution of the concern to the patient’s satisfaction.
• Recognizes sensitive cultural differences and remains professional and remain courteous at all times.
• Maintains the privacy and security of all confidential and protected health information.
• Uses and discloses only that information which is necessary to perform the function of the job.
• Performs other duties as assigned.

Mandatory Minimum Qualifications

• Experience: One (1) year experience in an office environment providing customer service and/or patient care in a healthcare or home care setting.
• Education: High School Diploma or Equivalency (HSE).