Patient Representative

About the role

The Patient Representative promotes and upholds the rights of all patients. Under the direction of the Patient Experience Manager, the role involves rounding daily on patients and making post‑discharge non‑clinical follow‑up phone calls to acute care patients discharged to home.

Location: 225 Williamson Street, Elizabeth, NJ 07202 (Trinitas Regional Medical Center, Patient Satisfaction department).

Responsibilities

• Address the concerns, complaints and grievances of patients and families.
• Document patient and family complaints in a timely, thorough manner in a computerized complaint management system, in accordance with TJC and CMS standards.
• Work closely with front line management staff to address patient and family concerns and implement appropriate service recovery plans when necessary.
• Assist staff in meeting the special needs of patients and families.
• Actively participate in Patient Experience meetings.
• Assist front line staff, managers and directors in resolving difficult patient issues.
• Document complaints and grievances in the complaint management system and promote its use throughout the management team.
• Initiate and/or participate in meetings with patients, families and the management team to relay information, hear concerns and address problem areas.
• Participate in ad hoc meetings/task forces that improve patient care.
• Promote the Patient Bill of Rights for all patients.
• Respond to patient family complaints and grievances in accordance with TJC and CMS standards.
• Work with all staff to ensure effective communication with patients and their families.

Requirements

• High School Diploma required.
• 3‑5 years of experience in related fields such as healthcare administration, customer service, data management, and/or training.

Qualifications

• Bachelor’s degree preferred.
• Experience working in an acute care or long‑term care facility is desirable.

Benefits

• 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 partners such as NJ Devils, NJ PAC, Verizon, and more

Pay

Pay range: $50,000.00 – $60,300.00 per year.

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey. Compensation offered will depend on the candidate's educational background, skills and professional experience.

Schedule

Shift: Evening (Full‑Time).