Patient Experience Representative

Key Essential Functions And Accountabilites Of The Job

• Demonstrate, promote, maintain, and encourage the highest level of customer service, professionalism, and compassion with patients and staff.
• Captures patient information and statements to summarize into clearly written notes of concerns and systems issues.
• Communicates with SEARHC leadership and affected patients and visitors to document appropriate actions and contacts into a patient feedback management system.
• Supports other team members by reviewing patient feedback, written notes, and draft communications as requested, to ensure documentation and communications are appropriate, clear, and compliant applicable standards and policies.
• Works to improve Customer/Patient satisfaction by assisting with patient satisfaction surveys and managing patient complaints, grievances, and compliments in compliance with all applicable regulations, policies, and best practices.
• Performs rounds as requested in clinics and hospitals to gauge customer satisfaction with surveys and structured interviews and to offer support as needed.
• Serves as a liaison between the Patient Experience Division and other SEARHC stakeholder groups as directed.
• Affiliate in various, internal and external, meetings, gatherings, and/or committees as requested.
• Aid patients, visitors, and the public by assisting customers, family members and visitors in a professional manner and helping determine needs and connecting with appropriate resources.

Additional Details

• Education, Certifications, and Licenses Required:
  • High school diploma or equivalent – required
  • Valid Driver's License with clean driving record (no DUIs)
• Experience Required:
  • Two years’ experience in customer service experience – required.
  • An equivalent combination of relevant educational and/ or training may be substituted for experience.
• Knowledge Of:
  • Medical terms and practices.
  • Customer service concepts and practices.
  • Privacy rules and regulations.
  • Tribal Healthcare systems.
  • Local and regional community resources and how to access them.
  • Customs and values of Alaska Native Peoples.
• Skills In:
  • Strong written communication.
  • Effective oral communication.
  • Conflict resolution.
• Ability To:
  • Articulate events written and orally.
  • Apply common sense understanding to carry out written and oral instructions.
  • Display a strong interpersonal and empathic demeanor.
  • Pay meticulous attention to detail.
  • Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
  • Work independently or as a team member.
  • Able to establish personal boundaries.
  • Able to work at other SEARHC locations as needed.

Position Information

• Work Shift: Exempt