Patient Navigator Non Clinical

Position Summary

The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests.

Qualifications

• Bachelor’s Degree required
• Certified Patient Experience Professional (CPXP) required, 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
• Proficiency in Power Point, Microsoft Office, and Excel preferred
• General knowledge of HCAHPS preferred
• Exceptional customer service, phone etiquette and communication skills required
• Great listener
• Able to maintain confidentiality regarding sensitive information required
• Proficiency in data management and other IT platforms preferred
• Must have good judgment, sensitivity, flexibility, and empathy
• Must be able to multitask, coordinating more than one event at a time

Scheduling Requirement

Monday-Friday 2p-10p (Must be available for onboarding/training based on day shift 7a-3p or 8a-4p for the first few weeks and then transition to assigned evening shift)

Alternating Weekends schedule required (Once every 5 weeks however, must be flexible based on rotation)

Essential Functions

• 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
• 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
• Led 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
• Responsible for meeting all regulatory regulations and standards
• 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
• Complete 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
• 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
• Will require membership and involvement in the Patient and Family Advisory Council

Knowledge, Skills, and Abilities

• Excellent ability to build and sustain professional and interpersonal relationships
• Ability to effectively communicate 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
• Complaint management
• Ability to resolve conflict and de-escalate situations
• Conflict negotiation/cultural broker
• Proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job
• Ability to adequately and accurately document information and maintain files
• Ability to adapt to new initiatives and changes within healthcare organization
• Willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements
• Exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision
• Ability to work in a fast-paced environment
• Determines priorities and organizes work and time to meet them

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!

Equal Opportunity Employer

RWJBarnabas Health is an Equal Opportunity Employer