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Job Overview:

The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests. Collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manage patient needs, and support the response to concerns.

Qualifications:

Required:

• Bachelor's Degree
• Certified Patient Experience Professional CPXP required, or required within 3 years of hiring date
• Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting.
• Exceptional customer service, phone etiquette and communication skills
• Great listening skills
• Ability to maintain confidentiality regarding sensitive information
• Must have good judgment, sensitivity, flexibility, and empathy
• Must be able to multitask, coordinating more than one event at a time
• Complaint management skills
• Analytical thinking and problem solving
• Ability to resolve conflict and de-escalate situations

Preferred:

• Proficiency in data management and other IT platforms
• Proficiency in PowerPoint, Microsoft Office, and Excel
• General knowledge of HCAHPS preferred
• Excellent ability to build and sustain professional and interpersonal relationships.
• Ability to effectively communicate with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approaches
• Conflict negotiation/cultural broker
• Ability to adequately and accurately document information and maintain files
• The ability to adapt to new initiatives and changes within the department and healthcare organization.
• Willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements.
• Exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision

Scheduling Requirements:

• Evening Shift
• Rotating weekends and holidays may be required
• Full-Time

Essential Functions:

• Serves as a central resource for information concerning patients rights and responsibilities, and ethical issues
• Facilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanism
• Forms partnerships with internal and external stakeholders to resolve complaints and grievances
• Leads efforts to collect, analyze and evaluate patient concerns
• Masters an understanding of the organization s mission, policies, procedures, and services to respond to patient questions or concerns
• Responds to potentially serious incidents and reduces possible litigation
• Serves as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rights
• Refers patients/families to appropriate services and resources
• Provides leadership role in the inclusion of the patient/family experience
• Is an integral part of the decision making process across the Organization regarding patient experiences
• Complete daily rounds on inpatients to ensure that expected essential behaviors are demonstrated, and essential duties are being done, as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performance
• Facilitates patient and family meetings
• Serves as subject-matter expert in Service Recovery
• Assists with promoting language access service utilization
• Attend unit specific Patient Experience meetings to share performance data, in order to educate staff, and enhance engagement and understanding of patient's expectations, as well as how to fulfill those expectations
• Will require membership and involvement in the Patient and Family Advisory Council
• Its mission is to collaborate with Robert Wood Johnson University Hospital leadership and staff to empower families to provide input for organizational policies and practices
• The council supports the organization's mission and promotes Patient- and Family-Centered Care by putting the patient and family at the center of all activities
• Other duties as assigned

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.