Job Description

POSITION SUMMARY:

The Patient Experience Associate acts as the hospital champion to promote a culture of service excellence to deliver an exemplary patient, family and visitor experience that positively impacts outcomes. The Patient Experience Associate's focus is on developing and implementing a patient and family-centered 5-star experience utilizing best practice strategies. Responsible for rounding on patients, family members and visitors to continuously improve the patient experience at Norwood Hospital. Primary functions include, focusing on interpersonal skills, data collection, identifying areas for improvement, service recovery efforts, daily rounding reports and the ability to assess situations and to assist the team in developing solutions to achieve excellence in customer service.

This position requires the candidate to work weekends; two 8 hour shifts on Saturday & Sunday from 10 am û 6pm.

KEY RESPONSIBILITIES:

ò Support Patient Experience Specialist with findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans;
ò Identifies processes to improve efficiencies;
ò Must be able to interface with various levels of internal staff and the public in a confident, professional, approachable manner;
ò Interface with patients and families to ensure that care is consistent with their expectations;
ò Facilitates resolution of complaints/requests from patients & visitors to improve patient experience;
ò Participates in the creation and implementation of action plans resulting in increased patient experience;
ò Collects data about patient care problems
ò Other duties as assigned.

CUSTOMER SERVICE SKILLS:

ò Excellent communication skills.
ò Ensures the dignity of patient/customer is maintained at all time.
ò Cooperative in interactions, treating customers with courtesy, respect and compassion; ability to handle difficult and angry people constructively; and interact with physicians, nursing staff and senior leadership.
ò Excellent judgment, objectivity, ability to work with others, with strong communication skills, and the ability to develop innovative and feasible solutions to complex issues in which the boundaries are broad and difficult to determine in advance.
ò Excellence in organizing the details of multiple and related subjects, issues, and situations to present and recommend solutions in a logical, cohesive format.
ò Problem solving and negotiation skills.
ò Establishes a rapport with the patient and family to learn what is most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.
ò Confidentiality and the ability to handle sensitive information is essential.
ò Superior teamwork skills as a team member.
ò Effective change management skills.
ò Strong sense of ownership and high level of accountability.
ò Ability to work independently and to manage multiple tasks in a fast paced environment.
ò Maintains a professional appearance and demeanor all times.
ò Strives to prevent/resolve customer concerns to the customer's satisfaction.
ò Responds and provides service recovery, must be able to address difficult, awkward situations with tact and diplomacy, and with empathy.

REQUIRED KNOWLEDGE & SKILLS:

ò Recognizes and seeks assistance/consultation when appropriate
ò Must demonstrate exceptional communication skills along with excellent customer service skills
ò Knowledge of HCAHPS survey, its administration protocols and parameters
ò Strong attention to details, commitment to excellence and strong planning and organizational skills, using time efficiently and prioritizing and coordinating tasks appropriately
ò Must be able to perform a variety of duties under stressful conditions.

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

Required:
ò Associate's Degree in Hospitality, Business, or Psychology or 3-5 job specific job experience with a strong focus on customer service, supporting patient care, or hospitality.
ò Proficiency with Outlook, Microsoft Word, Microsoft Excel and other relevant applications.
Preferred:
ò Completion of some form of continued education regarding customer-focused relationships, relationship building, service excellence or other similar program.

Application Instructions

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