PATIENT EXPERIENCE ADVISOR

If you are an existing employee of South Shore Health then please apply through the internal career site.

Requisition Number:

R-18535

Facility:

LOC0027 - 141 Longwater Norwell141 Longwater Drive Norwell, MA 02061

Department Name:

SHS Patient Experience

Status:

Full time

Budgeted Hours:

40

Shift:

Day (United States of America)

Coordinates programs to address patient and family satisfaction with South Shore Hospital, its physicians and services.

ESSENTIAL FUNCTIONS

1 - Builds, sustains and demonstrates knowledge of South Shore Health, the health care and satisfaction management industries.

   a - Understands and demonstrates the core competencies needed for optimum job performance

   b - Demonstrates knowledge of hospital mission/vision, strategic plan, organizational structure, medical staff, programs and services

   c - Demonstrates knowledge of relevant organizational, divisional, and departmental policies and procedures

   d - Actively reads organizational, industry, trade and business publications

   e - Attends seminars, workshops and educational programs

   f - Shares information with colleagues

   g - Applies knowledge to projects and tasks

2 - Addresses specific patient/family complaints/concerns that may be received through a variety of mechanisms (e.g., Careline, surveys, letters, calls, visits, e-mails, rounding)

   a - Demonstrates diplomacy and tact in interactions with patients and families

   b - Demonstrates sound judgment in assessing, prioritizing, and reporting complaints

   c - Logs and reports complaints, as consistent with policies and procedures

   d - Acknowledges complaints within specified timeframes

   e - Refers complaints to appropriate individuals for follow up action

   f - Monitors, facilitates, and reports complaint investigations and responses

   g - Supports/counsels hospital colleagues in effective complaint resolution

   h - Facilities timely and appropriate responses to persons with concerns

   i - Maintains comprehensive documentation of complaints, as consistent with policies and procedures.

   j - Promptly notifies supervisor of problems related to complaint resolution.

3 - Addresses positive comments from patients/families

   a - Appropriately thanks individual(s) for positive comment(s), including sending of written acknowledgements.

   b - Shares the positive comment with involved individuals/units and department managers

   c - Assures that comments are added to employees’ human resource files (if applicable)

4 - Takes a pro-active, multidisciplinary team approach to patient feedback management and satisfaction with non-medical needs/special requests of the patient, family, or visitor

   a - Rounds regularly (based on assignment) on new admissions, patients and families in waiting areas or treatment rooms, and visitors in lobbies

   b - Responds to patient feedback promptly; handles complaints and problems in person when all possible and makes/confirms appropriate referrals

   c - Heightens communication among the patient, family and provider regarding policies, procedures, or other information to promote an informed hospital visit/stay

   d - Provides families with progress reports/updates as appropriate and in compliance with privacy and security regulatory guidelines

   e - Assists patients/visitors/staff with information gathering and/or special requests when related to optimizing the patient’s care experience

   f - Contacts patient after discharge for follow up when necessary

   g - Supervises/advises support personnel as appropriate to meet needs of the patient, family or visitor.

   h - Educates and delegates duties to assigned volunteer(s) when appropriate

5 - Establishes and maintains proficiency with office computer systems and software programs.

   a - Demonstrates proficiency with PC software programs (including Windows, Microsoft Word, Excel, PowerPoint, and other applications (Epic, RL Solutions the complaint documentation system and patient satisfaction monitoring website).

   b - Troubleshoots problems with hardware and software

   c - Assures word processing adheres to correspondence standards

   d - Attends seminars/courses to enhance skills

   e - Follows procedures for equipment maintenance and computer file storage/backup.

6 - Contributes to improving the performance of departmental projects/activities

   a - Demonstrates understanding of departmental process improvement goals an