Patient Experience Navigator

Typical Day

The Patient Experience Navigator supports the Emergency Department's 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. Serves as a central resource for information concerning patients' rights and responsibilities, and ethical issues. Facilitates reviews and resolution of Emergency Department patient grievances concerning the quality of care and service.

Forms partnership with internal and external stakeholders to resolve complaints and grievances. Leads efforts to collect, analyze, and evaluate Emergency Department 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 the Emergency 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. Complete daily rounds on Emergency Department patients 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 overall ED performance. Facilitates patient and family meetings. Serves as subject matter expert in Service Recovery. Assists with promoting language access service utilization. Attend 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.

To Be Considered

• Excellent ability to build and sustain professional and interpersonal relationships
• Effective communication with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approaches
• Analytical thinking and problem-solving skills
• Complaint management
• Demonstrated conflict resolution and de-escalation abilities
• Navigating conflict negotiation and cultural brokering
• Adequate and accurate documentation of information and maintenance of files
• The ability to adapt to new initiatives and changes within the department and healthcare organization
• A willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas
• Exceptional organizational skills, ability to multitask and work independently, as a self-starter, with minimal supervision

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

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retail 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

This role might be for you if...

Qualifications

• Required Bachelor's Degree
• Required Certified Patient Experience Professional (CPXP) certification, or required within 3 years of hiring date
• Minimum 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 required
• Ability to maintain confidentiality regarding sensitive information required

Schedule Requirements

Alternating weekends schedule required

Preferred

• Proficiency in Power Point, Microsoft Office, and Excel
• General knowledge of HCAHPS
• Proficiency in data management and other IT platforms