Creating Life Better Here starts with you. At San Juan Regional Medical Center, we're more than a healthcare provider-we're a values-driven organization dedicated to delivering exceptional care. As a team member, you help fulfill our mission to make life better here for our community.
The Patient Experience Assistant is integral in advocating for our patients in conjunction with other members of the healthcare team. In addition to patient advocacy, working with departments throughout the organization with complaint management to meet regulatory requirements and monitor trends for improvement.
Required Behaviors :
- As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability, and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission.
Required Qualifications :
Must exhibit strong customer service skills.Heartcode Basic Life Support (BLS) Certification.Must be efficient and organized.Has the ability to demonstrate assertiveness when necessary in order to meet deadlines.Possesses basic office skills, such as computer operations, word processing, spread sheet development and maintenance, ability to type sixty (60) words per minute, excellent telephone skills and excellent letter writing capabilities.Must be able to be patient, flexible, and can deal with multiple behavior styles. Must be able to stay calm in tense situations and handle difficult people.Must be self-motivated and have the ability to schedule projects, stay on task and meet all deadlines.Preferred Qualifications :
Be proactiveLeadership qualitiesClinical backgroundDuties and Responsibilities :
Complete daily rounds on new admissionsBe familiar with the event reporting database for patient complaint occurrencesMonitor deadlines for complaint completionMaintain HIPAA and privacy standards at all timesContact managers to remind them of deadlines, gather all necessary information, and keep necessary VPs involved when complaints are potentially overdueMakes every effort to achieve service recovery when possibleUnderstands fully the regulations regarding grievances and complaintsCan trend complaints and other data, as well as produce reports for oversight committeesIs able to take minutes at necessary meetingsBe involved in patient satisfaction surveysEnsure survey data is sent to appropriate department leaders in timely mannerAssist managers in identifying areas of opportunity to improve the Patient ExperienceStay current with publications regarding regulations, including HCAHPSEach employee is responsible for implementing SJRMC's Service Standards into their daily work : Safety, Courtesy, Effectiveness, and StewardshipOther duties as assignedPhysical Demands and Environmental Work Conditions :
Office setting may involve prolonged sitting or standing, and sometimes walking distancesMust be able to lift a minimum of fifteen (15) poundsMay endure extensive use of the computer