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Employment Type:

Full time

Shift:

Day Shift

Description:

**Position Summary:** In accordance with the Mission, Vision and Values of St. Joseph’s Health, the Patient Experience Representative contributes to the day-to-day functions related to the Office of Patient Experience. The primary goal is to hear the voice of patients and families related to both positive and negative experiences within St. Joseph’s Health. The representative acts as a liaison with clinical leadership, service areas, risk management, quality, and others, to manage all aspects of complaint management and support the organization in efforts be “the most trusted health partner.” In addition, the representative participates in moderate to high complexity projects including analytics, improvement support, training, and patient experience data analysis.

Essential Functions:

+ Initial intake of positive and negative patient and family feedback related to experience of care

+ Follow formal grievance and complaint process in accordance with St. Joseph’s Health policies and procedures and as outlined in CMS, DOH, DNV regulatory requirements.

+ Conduct case reviews as necessary to bring patient and family concerns to resolution.

+ Build and maintain effective working relationships with patients, physicians, employees, and visitors; in-person or on the telephone, thus promoting a positive service image.

+ Compose follow up letters in accordance with policies and procedures and regulatory requirements.

+ Assist patients and families by guiding them to appropriate resources.

+ Provides analytic support of patient experience data, based on organizational goals.

+ Provides training and support to hospital leadership for survey tools, including data analysis, and report interpretation.

+ Manages the utilization of tools such as patient surveys, rounding data collection tools, etc.

+ Provides on-going education related to patient experience.

+ Provides training using evidence-based best practices in the field of Patient Experience.

Education, Training, Experience, Certification and Licensure:

+ Bachelor’s Degree

+ Preferred - Minimum of 2 years’ experience within the St. Joseph’s Health or other Healthcare network.

+ Experience with patients and families, either in person or over the telephone.

Skills

+ Working knowledge of the EPIC EMR preferred.

+ Demonstrated high clinical competence and ability to work in a team situation with other professionals and carry out responsibilities with minimal supervision

+ Proficiency of computers, keyboarding, and various programs (Excel (advanced knowledge preferred), Word, PowerPoint, Outlook, etc.)

Supervised By:

+ Regional Manager of Patient Experience.

Posting

+ Mission Statement **:**

•We, St Joseph’s Health and Trinity Health, serve together in the spirit of the Gospel as a compassionate and transforming healing presence within our communities.

Vision:

•To be world-renowned for passionate patient care and outstanding clinical outcomes.

Core Values:

•In the spirit of good _Stewardship,_ we heal by practicing _Justice_ in fostering right relationships to promote common good, _Reverence_ in honoring the dignity of every person, _Excellence_ in expecting the best of ourselves and others; _Integrity_ in being faithful to who we say we are.

Pay Range $27.15-$39.40. Rate determined based on experience and location.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are 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, disability, veteran status, or any other status protected by federal, state, or local law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran