What are the responsibilities and job description for the Patient Representative - Per Diem position at University Hospital?
The primary purpose of the Patient Representative position is to promote patient satisfaction with University Hospital services through information and effective communication between patients, family members/significant others and staff. Acts as a liaison between patients and family members/significant others to ensure optimum satisfaction with services. Proactively works to prevent complaints and grievances by serving as a consultant to other departments/areas and advising of the most effective ways to promote patient satisfaction and address and/or resolve patient dissatisfaction.
Bachelor's Degree, preferably in the behavioral or social sciences, plus a minimum of two (2) years of experience in a customer service or healthcare-related field with direct patient contact. Ability to communicate effectively both verbally and in writing. Must have excellent customer service skills including the ability to de-escalate issues. Experience should include triaging and addressing patient/family/customer concerns in a timely and efficient manner. Equivalent experience, education and/or training may be substituted for the education requirements.
Credential Required: Bachelor's Degree
Primary Source Verification: University Hospital's designated Background Check Company
PHYSICAL DEMANDS: Patient Representatives stand and walk for long periods of times (over 2/3 of the time), they sit and talk or hear family members and document patient feedback into a database, where they use hands and fingers, handle, or feel 2/3 of the time. Reach with hands and arms, when answering phones, typing, writing up concerns 2/3 of the time. Close, color and peripheral vision are required.
WORK ENVIRONMENT: Moderate noise (examples: business office with computers and printers, normal to high traffic). Patients, family members, staff members and co-workers, come to the office at times crying, yelling.
University Hospital offers a competitive salary & comprehensive benefits package. Affirmative Action/Equal Opportunity Employer, M/F/D/V. For more information, visit www.uhnj.org/hrweb.
