RN - Registered Nurse - Patient Experience Liaison

Location:

Geisinger Medical Center (GMC)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

Yes

Job Summary:

As one of the Top 8 Most Innovative Healthcare Systems in Becker’s Hospital Review, we’re working to create a national model for improving health. Today, we’re focused on bringing our region services that improve every facet of life to drive total health, inside and out.

Through professional growth, quality improvement, and interdisciplinary collaboration, we’ve built an innovative culture that allows nurses to grow their skillsets, develop their practice, and leverage their years of experience to build a rewarding, lasting career with impact.

Job Duties:

Join us in this RN Patient Experience role within our Patient Experience & Advocacy Division and support our vision to make better health easier for everyone while working within a collaborative environment designed to set you up for success.

• A typical schedule is 8 am to 430 pm or 730 am to 4 pm, full-time, days, 40 hours weekly, and salaried.

• At least three (3) years of RN work experience is required.

Benefits of working at Geisinger: 

• Full benefits (health, dental and vision) starting on day one 

• Three medical plan choices, including an expanded network for out-of-area employees and dependents  

• Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)  

• Company-paid life insurance, short-term disability, and long-term disability coverage  

• 401(k) plan that includes automatic Geisinger contributions  

• Generous paid time off (PTO) plan that allows you to accrue time quickly  

• Up to $5,000 in tuition reimbursement per calendar year  

• MyHealth Rewards wellness program to improve your health while earning a financial incentive  

• Family-friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones  

• Employee Assistance Program (EAP): Referrals for childcare, eldercare, & pet care. Access free legal guidance, mental health visits, work-life support, digital self-help tools and more.  

• Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance  

Position Details:

Plays a key role in improving patient satisfaction and enhancing service delivery by using nursing education and critical thinking skills to investigate and resolve patient care and service issues in compliance with regulatory and organizational standards. Serves as a liaison between patients or designated representatives and healthcare employees, ensuring patient concerns are addressed in a safe, timely and professional manner.

• Provide primary review of patient relations events and grievances.
• Partners to drive change by creating and fostering a positive, proactive culture and environment.
• Use nursing education and critical thinking skills to promote problem-solving.
• Educate staff and departments on service recovery initiatives and processes.
• Communicate and report service improvement opportunities to department leaders and administration, as necessary.
• Ensure compliance with regulatory agency requirements and system standards are met.
• De-escalates situations involving angry or frustrated patients or designated representative, ensuring concerns are addressed while maintaining a calm and safe environment. Promotes safe work environment by communicating clear expectations regarding conduct and importance of mutual respect in interactions.
• Investigates, documents and resolves patient complaints and grievances per regulatory agency requirements and system standards through active listening of the patient experience, verifying facts, and collaborating with department leaders and administration.
• Serves as a liaison between patients or designated representative, and employees to share necessary information and coordinate to achieve a reasonable resolution, which may occur in a meeting forum.
• Educates patients and families about reasonable service expectations and their rights and responsibilities.
• Prepares and provides written and verbal responses to address patient service concerns in accordance with the organization’s service standards.
• Consults and collaborates with Patient