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The Patient Experience Associate will provide outstanding customer service to ensure that all patients, family members and visitors have a pleasant experience while at the facility. The Patient Experience Associate will be delegated the administrative authority, responsibility, and accountability necessary to carry out assigned duties
REPORTS TO: Director of Admissions
Purpose of this position: Provide personal/non-clinical patient care needs to support the administrative/nursing team to enhance the patient experience. The Patient Experience Associate will serve as the point of contact to patients by providing customer service and assistance on arrival. The Patient Experience Associate will welcome, orient and support to newly admitted patients.
RESPONSIBILITIES:
Provide friendly, courteous and efficient customer service throughout patients’ stay and make customer satisfaction the priority in every interaction.
Communicates with patients throughout their stay to ensure that all of their needs are met and the experience at the facility is positive Serve as a liaison between patients, family members and guests and the facility.
Checks newly assigned rooms for readiness for new admissions.
Sees new admissions upon their arrival.
Help new patients and families get settled in their new environment.
Ensures all client requests are met and documented appropriately in Help Scout. Note and fulfill special requirements and requests.
Provide patients, family members and visitors with facility and area information upon request.
Informs and help resolve any customer concerns to the Nurse, Unit supervisor, Department Head, Nurse Practitioner, M.D. Assistant Administrator or Nursing Home Administrator in an effort to have resident/patient concerns addressed.
Answer call bells as to facilitate a calm unit.
Completes 48 hour resident review for all new admissions.
Distributes resident packages utilizing a log to verify they received the item.
Works with and manages software package, Help Scout/We care.
Logs in issues into help scouts and verbally tells the Department Head what the issue is and provides written back up as well.
Address issues that cannot be resolved to Administration.
Prepares monthly Patient/Resident Experience reports through Help Scout to the QAPI committee.
Helps cultivate positive reviews suitable for Google.
Ensures compliance under the New York State Department of Health regulations.
All other duties assigned.
Qualifications:
High School Graduate or equivalent education and/or experience. Some college of Hospitality Certification preferred.
Prior experience as a Concierge Greeter in a health care setting, hotel or similar upscale establishment where guest relations and first impressions are emphasized.
Demonstrate genuine warmth, empathy and approachability.
Ability to multitask and problem solve in a fast-paced environment, demonstrate good judgment and calm in urgent situations.
Demonstrate an extremely professional, enthusiastic demeanor when interacting with patients, guests and co-workers. Maintains a professional physical appearance and a clean organized work space.
Proven ability to provide exceptional service while paying close attention to detail.
Well-mannered having a professional appearance at all times, dependable and respectful.
Possess excellent interpersonal, verbal and written communication skills.
Able to respond appropriately to a population of older patients with varying cognitive and physical abilities.
At least 18 years of age.