PATIENT EXPERIENCE ASSOCIATE

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.

Provides concierge support for the hospital lobbies and waiting areas. Contacts patients after they have been discharged and completes a comfort call. Performs other duties as assigned.

"Come Grow With Us"
www.GrowWithBridgeportHospital.org

EEO/AA/Disability/Veteran

Responsibilities

  • 1. Provides concierge support for the hospital lobbies and waiting areas.
    • 1.1 Provides an exceptional first impression of Bridgeport Hospital to individuals and their families arriving for care.
  • 2. Contacts patients within 24 to 48 hours of discharge to assess patient experience.
    • 2.1 Follows scripted questions.
  • 3. Operates within the scope of the position.
  • 4. Establishes and maintains continuous, positive, respectful communications with patients and or family members.
  • 5. Actively listens and asks questions that consistently result in effective two-way communications.
  • 6. Always addresses language barriers using interpreter services.
  • 7. Provides exemplary customer service with behaviors that consistently reinforce patient satisfaction goals.
  • 8. Always follows the prescribed script and conducts the survey objectively. Introduces self, asks how they can help and ends every encounter with "Is there anything else I can do for you"?
  • 9. Demonstrates exceptional teamwork by insuring appropriate handoffs between all members of the call center.
  • 10. Displays ability to analyze and deal with a variety of situations that require follow up. Uses good judgment when advising patients as to how to proceed.
  • 11. Consistently applies service recovery techniques when a service breakdown occurs and escalates appropriately
  • 12. Performs other related duties as assigned (i.e. greeting patients/families/visitors in lobby and waiting areas, rounding, secret shopping, observations, focus groups, etc.).
  • 13. Consistently seeks to engage patient/guests, listens for feedback and takes immediate action to correct problems or concerns. Collaborates with patient Relations department to resolve concerns or complaints.
  • 14. Consistently presents professionally in adherence with the dress code and prominently displays the may I help you sign.

Qualifications

EDUCATION

 

High School degree or equivalent required. Must be enrolled in an accredited registered nurse program or obtained LPN license.

 

EXPERIENCE

 

Must have at least 1 semester of clinical experience in an acute care setting.

 

SPECIAL SKILLS

 

Computer skills to include Access, Excel, Word, PowerPoint and internet. Ability to multi-task. Self starter, able to handle responsibility with minimal supervision. Must be able to problem solve. Ability to work independently with strong follow through skills and attention to detail. Motivated and adapts easily to a changing environment. Strong verbal and written communication required. Must have excellent customer service and interpersonal skills. Sensitivity to individual situations is a must. Caller must have the ability to navigate the computer system in order to maintain a high level of productivity. Caller needs to understand how to de-escalate a situation and triage appropriately. Must us sound judgement. Caller must be confident in ability to align and emphasize while not assuming inappropriate responsibility for task.Caller needs to understand how to de-escalate a situation and triage appropriate. Caller must be confident in ability to align and emphasize while not assuming inappropriate responsibility for task.

 

PHYSICAL DEMAND

 

While performing the duties of the job, the employee is required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is required to stand and walk. The employee must frequently stoop, kneel, crouch, or crawl; talk or hear. The employee must regularly lift and/or move up to 20 pounds, occasionally move and/or lift up to 20 pounds. The specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually moderate. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without reasonable accommodation as determined on a case by case basis.

 


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