PATIENT EXPERIENCE ADVOCATE

PATIENT EXPERIENCE ADVOCATE 2.6 2.6

out of 5 stars The Patient Experience Advocate collaborates with clinical and operational services to connect the patient experience to service delivery. Provides customer service to the patients, family members and visitors of Pikeville Medical Center. Assists in meeting the needs of patients and family members in a manner that projects the medical center's mission and commitment to excellence in patient care. Rounds on patients in designated or assigned locations to ensure patient needs are met in the pursuit of service excellence. Escalates issues and complaints appropriately. Collaborates with department leaders on issues and opportunities to improve service delivery identified in patient rounds.

ESSENTIAL FUNCTIONS

1. Greets and assists medical center patients and visitors entering the medical facility in a friendly and helpful manner. 2. Performs patient rounds on designated or assigned locations. Documents rounds appropriately, identifying staff to recognize for excellent service, and identifying opportunities to improve service or processes to meet patient expectations. 3. Advocates for excellent patient experience. Communicates with family members and patients to decrease anxiety and increase customer service. Recognizes the need for and provides emotional support and comfort measures for families and guests of the patient. Shows respect and conveys warmth and compassion. 4. Communicates positively and effectively and brings along others with positivity and energy. 5. Communicates in a professional manner with department leadership, supervisor, and/or co-workers about concerns or questions from family members or patients. 6. Performs service recovery when service fails to meet expectations or needs. 7. Escalates issues and complaints appropriately and works to resolve issues collaboratively with department and organizational leadership. 8. Collaborates with the Patient Experience Manager to collect, report, and present patient experience data. 9. Responsive to calls for assistance or input from medical, nursing, or administrative staff. Maintains communication and positive relationships with nursing and ancillary staff, physicians, leadership. 10. Participates on assigned PI Teams, Projects, and/or Committees to improve the Patient Experience. 11. Adheres to dress code. 12. Adheres to medical center policies addressing infection control, safety, and personnel guidelines. 12. Demonstrates knowledge of and compliance with the medical center code of conduct and applicable corporate policies and procedures. 13. Maintains patient confidentiality and treats patients and their families with respect and dignity. 14. Functions as a preceptor to orient new employees. 15. Performs other related duties as assigned or requested.

ADDITIONAL RESPONSIBILITIES

N/A

JOB REQUIREMENTS

Knowledge of general office equipment and computers, including Word, Excel, and other Windows applications, is required. Medical terminology is required. The ability to communicate effectively with physicians, nurses, leadership, other healthcare professionals is required. Outstanding communication skills required. Must be able to prioritize tasks in a fast-paced environment while working independently.

EDUCATION AND LICENSURE

A high school diploma or equivalency is required. 1 year job related experience preferred. Must have excellent communication and interpersonal relationship skills. Healthcare-related experience preferred. Not a Direct Patient Care Job __X__

EDUCATION AND LICENSURE

Required:

A high school diploma or equivalency is required.

Preferred:

1 year job related experience preferred. Healthcare-related experience preferred. The Patient Experience Advocate collaborates with clinical and operational services to connect the patient experience to service delivery. Provides customer service to the patients, family members and visitors of Pikeville Medical Center. Assists in meeting the needs of patients and family members in a manner that projects the medical center's mission and commitment to excellence in patient care. Rounds on patients in designated or assigned locations to ensure patient needs are met in the pursuit of service excellence. Escalates issues and complaints appropriately. Collaborates with department leaders on issues and opportunities to improve service delivery identified in patient rounds.