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We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate,** **and innovate. We believe** **that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways.

At Ochsner, whether you work with patients** **every day** **or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!

This job educates patients, patient advocates and healthcare providers about methods for assessing addressing and reducing patient grievances and complaints. Serves as administrator of patient advocacy program to address patient/family needs at the point of service.

Collaborates with providers to guide effective initiatives to improve patient satisfaction and the patient experience.

Evaluates grievance process to ensure compliance with all regulatory guidelines.

Analyzes and reports out on patient satisfaction data provider departments and appropriate quality meetings as needed.

Assists with orientation and training of employees who monitor and address patient grievances and complaints by working with department managers. Provides tools and training to employees for best practices as a means to increase customer satisfaction.

Demonstrates actions consistent with company expectations as duties are performed on a daily basis.

This job guides leaders within the organization regarding patient experience and employee engagement. Serves as a regional advisor under the oversight of the Director or AVP of Patient Experience, partnering with and supporting respective leaders to help build a sustainable culture that promotes accountability, fosters innovation, and consistently delivers a great patient experience and best quality outcomes over time. The ultimate goal is to empower leaders through evidence-based tools (to be measured through accountability metrics such as HCAHPS and employee engagement scores). May manage numerous projects aimed at improving the patient experience.

Education

Required - Bachelor's degree in communications, sociology, psychology or related field.

Work Experience

Required - 3 years experience in direct patient relations or customer service.

Knowledge Skills and Abilities (KSAs)

+ Proficiency in using computers, software, and web-based applications.

+ Effective verbal and written communication skills and ability to present information clearly and professionally to varying levels of individuals throughout the patient care process.

+ Excellent interpersonal skills.

+ Ability to be empathetic, patient and possess good judgment.

+ Strong analytical and problem-solving skills.

+ Ability to work a flexible schedule (e.g. 24/7, weekend, holiday, on call availability).

Job Duties

+ · Collaborates with the regional Director of Patient Experience to develop and support advising plans and strategic initiatives across inpatient, clinic, and ambulatory settings.· Supports leaders in system or facility-based patient experience projects from planning to implementation.· Supports implementation of organizational tools such as dashboards, rounding tools, or other patient feedback platforms to drive real-time insights.· Partners with clinical and non-clinical leaders to analyze experience data, identify trends, and support targeted improvement efforts.· Advises leaders using evidence-based approaches and facilitates action planning based on key drivers.· Designs and facilitates training sessions (virtual and in-person) for front-line teams and leadership on empathy, communication, and hospitality standards.· Provides administrative oversight of advising tools, dashboards, and documentation workflows.· Supports onboarding and mentoring of new Patient Experience Advisors or department team members.· May represent the department in interdisciplinary committees or initiatives aimed at improving patient-centered care.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.

There is no occupational risk for exposure to communicable diseases

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.

Are you ready to make a difference? Apply Today!

_Ochsner Health does not consider an individual an applicant until they have formally applied to the open position on this careers website._

_Individuals who reside in and will work from the following areas are not eligible for remote work position_ _: Colorado, California, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Washington,_ _and Washington D.C._

_Ochsner Health endeavors to make our site accessible to all users. If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or_** **[email protected]_** **_. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications._

Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.