JOB SUMMARY: Strengthens, personalizes and enhances the relationship between the patient and guests at AHS by providing tools to ensure patients have an excellent experience at our hospital. Monitors and guides the patient satisfaction survey process to ensure that staff understand and use the tool and take the steps necessary to improve patient satisfaction. Perform other duties as assigned.
EDUCATION, EXPERIENCE, TRAINING
1. Associates Degree in Social Sciences or a related field or at least two years experience in a human services field or an equivalent combination of education and customer service, in which concepts were explained, complaints were answered and service was expedited.
2. Experience in counseling, personnel or social services.
DUTIES AND RESPONSIBILITIES
1. Assists in development and coordination of the AHS Patient Experience Program.
2. Coordinates and Chairs Patient Satisfaction Committee.
3. Provides orientation to new staff members on the AHS Patient Experience Program.
4. Educates staff and managers ongoing as related AHS Patient Experience Program.
5. Coordinates with HCAPS survey vendor as related to questions, method, collection and reports.
6. Completes daily rounding with patients.
7. Analyzes and presents data as related to results of HCAPS survey to managers and directors. Assists managers and directors in formulating action plans to address areas identified as opportunities of improvement using best practices.
8. Trains and reinforces service excellence initiatives with front line staff members as needed or requested.
9. Manages grievance/complaint process to ensure timely response on grievances and complaints to patients.
10. Manages and coordinates documentation or execution of Advance Directives for patients.
11. Services as patient advocate.
12. Serves as the JC Chapter Champion for Patient Rights Chapter.
13. Direct inquires and concerns to appropriate staff.
14. Educates and assists patients and guests in executing Advanced Directives.
15. Responds to all patients concerns and questions.
16. Collects data and forwards information to proper departments.
17. Refer patients to correct services and resources.
18. Channel copies of patient survey forms to correct department.
19. Notarize documents for patients and employees.
20. Maintain regular attendance.
21. Perform other duties as assigned.
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