PATIENT EXPERIENCE REPRESENTATIVE

Overview:
Serves as liaison between patient and hospital staff while functioning as a patient liaison interfacing with patients, families, staff and hospital administration; assists patients in interpreting hospital policies, procedures and services, and in obtaining solutions to problems and concerns.

Responsibilities:
Introduces the service of Patient Experience, and explains and interprets to patients and family members the philosophy, policies and procedures of the hospital along with the discussion and education of the Patient’s Bill of Rights, including Rights to Pain Management & Safety, Advance Directives.

Serves as in-house Administrator, intervening in most non-clinical aspects of patient care as required to resolve problems and difficulties.

Documents each patient/family intervention and as appropriate, provides regular reports on patient issues to administration, investigates and directs inquiries to appropriate staff members.

Actively attends and participates in departmental committee meetings and patient care rounds.

Maintains records and documents all professional contacts and interviews. Assists in referring patients and families to appropriate services and resources and responds personally when other alternatives are not available.

Works with Language Line Services or provide interpreters when requested.

Counsels and educates patients and family on patient rights and advance directives; participates in community outreach programs such as health fairs, symposia, lectures and conferences; assists patients in preparing and answering all questions in regard to Advance Directives (HCP’s, DNR, DNI, Living Will, MOLST) in accordance with the Patient Self Determination Act and the Family Health Care Decisions Act.

Works with all hospital departments and teams (e.g., Department Chairs, Nursing Administrators, Nurse Case Managers, Social Workers) to ensure continuity of care for patients from admitting to discharge.

Maintains established department policies, procedures, objectives, performance improvement activities, and safety standards.

Regularly visits with patients, completing patient representative notes following visits; returns calls from patients and/or families promptly.

Responds to complaints of patients, visitors and family; investigates them through related hospital departments and administration and reports back to patients and/or family as soon as possible; resolves problems through own action or referral to eligible authority.

When assigned to the Emergency Department, responsibilities also include:

To provide service and communication to patients and families in the Critical Acute/Adult & Pediatric waiting areas of the Emergency Department.

Responds to HEICS and other emergencies by assisting ED staff in admission or relocation of ER patients and families.

Works with Admitting Office and Patient Care Units to assure rapid transfer of admitted patients from ED to Inpatient Units.

Expedites special X-Ray and Lab requests as needed.

Provides in service programs for Emergency Department staff concerning the Patient’s Bill of Rights, Health Care Proxy, DNR, and guidelines of the Family Health Care Decisions Act.

Discusses specific patient representation assignments with inpatient staff members to ensure that patient representation is maintained throughout the hospital units.

Qualifications:
Education:
Associate’s Degree required, Bachelor or Higher Degree in communication or social sciences preferred.

Experience:
Two (2) to three (3) years’ experience in hospital field or suitable combination of education and experience preferred.

Knowledge and Skills:
Must be able to communicate effectively with all levels of Hospital personnel.

Passionate about patient care. Compassionate and caring attitude towards patients and their families.

Knowledge of patient care and patient problems.

Excellent oral and written communications skills. Speaks, reads, and writes English to the extent required by the position.

Bilingual (Spanish, French, Creole, Chinese, Urdu, Russian) preferred.

Excellent interpersonal skills.

Highly skilled in use of Excel spreadsheets and other accounting software, as well as, ability to fully utilize BHMC’s electronic record systems, equipment and other healthcare and billing systems relevant to this position.

Physical Requirements:
Position requires prolonged periods of walking and standing in a variety of patient care settings throughout the work day.

Protective clothing such as face shield, particulate respirators, mask, etc. may be worn as required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BHMC is an equal opportunity employer, it is our policy to provide equal opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, marital status, military status, age, gender, sexual orientation, disability or handicap or other characteristics protected by applicable federal, state, or local laws.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of The Brookdale University Hospital and Medical Center.