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Job Summary
Assists in creating a patient friendly environment, averting problems, solving concerns, and recommending opportunities to the organization to improve patient and visitor experience.
Job Responsibilities
- Serves as the liaison for continuous communication among physicians, hospital staff, patients, families, and visitors.
- Educates and provides information to patients regarding their Emergency Department experience.
- Develops, implements, and/or participates in initiatives and activities designed to measure and promote patient and visitor satisfaction.
- Works to resolve patient concerns; escalates issues to appropriate personnel/departments as necessary to obtain timely and satisfactory resolution.
- Communicates Patient Experience results and updates on initiatives at staff meetings.
- Facilitates meetings/committees to address concerns related to Patient Experience.
- Rounds on patients proactively to identify opportunities to enhance Patient Experience.
- Analyzes complaint data to identify opportunities for improvement and works with appropriate leaders to facilitate change.
- Ensures timeliness of post-discharge calls to strengthen the Patient Relationship and recognizes opportunities for service recovery.
- Serves the organization and patients/visitors by championing positive change to affect better outcomes.
Qualifications
- Associate's degree or higher in Business required upon hire OR
- Associate's degree or higher in healthcare related field required upon hire
- A combination of education, training and experience may be considered in lieu of degree.
- No experience required
- No licensure/certification/registration required
Skills and Attributes
- Requires critical thinking skills and decisive judgment.
- Works under minimal supervision.
- Must be able to work in a stressful environment and take appropriate action.
- Strong customer service and communication skills.
Physical Demands
- Standing: Occasionally
- Walking: Occasionally
- Sitting: Frequently
- Lifting 0-25 lbs: Rarely
- Lifting 25-75 lbs: Never
- Lifting over 75 lbs: Never
- Carrying 0-25 lbs: Rarely
- Carrying 25-75 lbs: Never
- Carrying over 75 lbs: Never
- Pushing/Pulling 0-25 lbs: Rarely
- Pushing/Pulling 25-75 lbs: Never
- Pushing/Pulling over 75 lbs: Never
- Climbing: Rarely
- Bending/Stooping: Rarely
- Kneeling: Rarely
- Crouching/Crawling: Rarely
- Reaching: Occasionally
- Talking: Frequently
- Hearing: Occasionally
- Repetitive Foot/Leg Movements: Never
- Repetitive Hand/Arm Movements: Frequently
- Keyboard Data Entry: Frequently
- Running: Never
- Vision: Depth Perception: Frequently
- Vision: Distinguish Color: Frequently
- Vision: Seeing Far: Frequently
- Vision: Seeing Near: Frequently
Owensboro Health Core Commitments
INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.
RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.
TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.
INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.
SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.
EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.
