Patient Experience Representative

The Patient Experience Representative is dedicated to promoting the highest quality of hospitality and
patient guest satisfaction. They function as a non-clinical resource and liaison between the patient
and their family, and the hospital and community it serves. They ensure patient rights are respected,
promote a culture of safety, provide a channel for problem mediation and resolution, and is a conduit
for feedback to management and staff on issues related to patient satisfaction.
Education
High School Diploma or GED
Experience
Six months of related experience
Qualifications

• Experience in a hospital environment or customer service preferred.

Area of Responsibilities

• Acts as a liaison to patient/family.
• Assists other hospital staff in handling difficult situations with patients and/or patient?s families. To calm fears, improve cooperation and alleviate anxiety.
• Exhibits excellent customer relations (courtesy, compassion, and empathy) to everyone.
• Listens to patients, families, or others with a complaint- notifies nursing staff and/or physicians to address issue.
• Makes contact with patients, families, and significant others several times during their hospital visit and offer a supportive role.
• Assist families with difficult situations i.e.. Death, Medical/Traumatic Crisis.
• Assists patients with emotional responses to medical/traumatic crisis.
• Assists with providing comfort measures to patients and their significant others (blanket, pillow, wet cloth telephone etc).
• Attends in-services and continuing education programs to upgrade skills.
• Displays a positive attitude and professional image.
• Informs patient/family of status of tests, i.e.: x-rays or labs pending.
• Is knowledgeable about hospital policies.
• Maintains contact with patients, families, and visitors.
• Must be energetic and show eagerness.
• Must SMILE
• Offers support to patients, families, significant others and staff.
• Provides support to families of seriously ill patients. Notifies Chaplin if needed under the direction of the charge nurse.
• Regards all patient information as personal and confidential.

Compliance Statement
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Education
High School Diploma or GED
Experience
No prior work experience required
Licenses & Certifications

• NONE REQUIRED

Supervision

• Occasionally uses assistance of aide or helper in performance of task

Qualifications

• Experience in a hospital environment or customer service preferred.
• Must be a self-starter.
• Must be able to deal with people who demonstrate difficult and irrational behavior.
• Must be able to identify and deal with situations appropriately.
• Must be able to maintain composure during stressful situations.
• Must be able to set priorities.
• Must be emotionally mature and stable.
• Must convey empathy and compassion in a confident manner.
• Must exhibit a warm, friendly, and caring professional demeanor.
• Must know and respect job limitations.
• On the job training of up to three months to become proficient

Definitions

• The patient advocate will serve as a liaison/advocate for patients, families, visitors, and staff. The goal for the Patient Advocate is to enhance the personal service experienced by patients, family members, and visitors while enabling the staff to concentrate on direct patient care. The individual identifies needs of patients and their families and works to improve their satisfaction. Each patient and family deserve Very Good Care.

Contact With Others
Regular contacts with other people in or out of department, but of very routine nature, requiring courtesy and tact.
Effect Of Error
Probable error would normally result in loss of own time to correct error. Practically all work is subject to verification or check. Little or no confidential data is involved.
Supervisory Responsibility
Occasionally uses assistance of aide or helper in performance of task
Mental Demands
Work involves a variety of problems in a general field, some of which are complex. Involves some independent judgment to decide what to do to assemble facts, determine variations from standard procedures, or plan other action to be taken to meet general objectives.
Physical Effort
Minor physical effort - Job requires person to stand and/or walk frequently. Lifts, carries, or uses lightweight (1 to 25 lbs.) materials or equipment less than half of the day. Works in reaching or strained position intermittently. Office or laboratory work requires close visual effort less than half of day. Office or Laboratory work with concentration on a monotonous, repetitious procedure or skill most of day, where speed and accuracy are essential.
Working Conditions
Minor - Occasionally involved in exposure to dirt, odors, noise, or some work is performed with exposure to temperature/weather extremes/occupational risk and probability of coming into contact with blood borne pathogens, other potentially infectious diseases, or biomedical/bio-hazardous materials.
Physical Aspects
Continually (at least once per day)

• Hearing
• Visual
• Speaking
• Standing
• Walking

Occasionally (at least once a month)

• Bending
• Color Vision
• Balancing
• Running - In response To an emergency
• Lifting up To 25 lbs.
• Handling ? seizing, holding, grasping
• Carrying
• Kneeling
• Squatting
• Pushing/Pulling ? up To 25 lbs.