Purpose of Position:
Under the direction of Patient Experience/ Guest Relations leadership, and as part of our Patient Care Focused team approach, the Guest Relations' Patient Representatives serves as the hospital representative/ advocate for the patient, family, and visitors to promote a quality Customer Service Relations/ Experience.
Duties and Responsibilities:
1. Acquaints patients with the mission and philosophy of the hospital and Guest Relations department. Interprets hospital policies and procedures to patients, families and visitors.
2. Demonstrate a positive and pleasant attitude conducive to the workplace which enhances the customer experience, and promote the Mission, Vision, Value Statement and ICARE - "Person Centered Care" standards of H+H Lincoln Medical and Mental Health Center.
3. Communicates and demonstrates to patients, families, staff and community, the concerns and responsiveness of the hospital in meeting the needs of the individual.
4. Promote Service Excellence/Patient Satisfaction in "Service Recovery" process.
5. Conducts patient needs and satisfaction assessments through direct interviews with patients, written surveys responses, correspondence to hospital, staff referrals and telephone conversations.
6. Promote and advocate for adherence to all regulatory guidelines in reference to the "Patient Rights'
7. Educate patients about Advance Directives and the benefits of having a health care proxy; assist as needed to complete the form.
8. Educate the patients about the Patient Portal (MyChart) and the benefits of having 24/7 access to their health information.
9. Documents and monitors (including tracking and trending) patient complaints and compliments concerning the hospital, its staff and services.
10. Analyzes and evaluates data concerning administration of hospital services to determine appropriate action and refers findings to appropriate staff with recommendations.
11. Consult with appropriate staff to resolve issues and to ascertain corrective measures to be taken to respond to complaints in a timely and effective manner.
12. Prepares reports and special studies with regard to patient-services and quality improvements initiatives.
13. Assist in providing access to interpreter services when a language barrier prohibits effective communication between the health care team, patients, families and/or care giver.
14. Performs investigation, tracking, trending and documentation of patient complaints and complaint resolutions.
15. Ensuring patients are informed and educated regarding policies and procedures that apply to their care. This includes ensuring the explanation and documentation of the patient bill of Rights to inpatients admitted to the hospital (Including Psychiatry). Ensuring that all patients concerns and requests are handled appropriately and in a timely fashion
16. Patient Representative Assigned to the Emergency Department will:
a. Perform rounds in the Emergency Department. (Patient triages, waiting rooms, patient Holding, Intake, Psych, Screening-Walk-in (C6) and ER-Radiology) to assist with patient experience.
b. Facilitate communication/ engagement between the visitors, patients and staff.
c. Facilitate patient visits (during non-designated visiting hours under the direction of ED leadership)
d. Advocate for the patients and provide service recovery and needed
e. Support staff's effort for providing quality services
17. Takes on other assignments as required by the Guest Relations department.