Job DetailsJob Title: Patient AmbassadorDepartment/Location: Patient and Family Relations / Hinsdale, IL Shifts: DaysFull-time (80 hours per pay period) + benefit eligibleFTE: 1.0Req. Number: 1557BenefitsRML offers competitive compensation and excellent benefits package. Employees can choose from a large selection of benefits that help protect their health, wealth, and well-being. Benefits include:
- Medical, Dental & Vision
- Flexible Spending Accounts (FSAs)
- Health Savings Account (HSA)
- Life and Accidental, Death Insurance & Disability Insurance
401(k) Retirement Plan (6% company match) - For every $1 an employee contributes, RML contributes $1 to their accounts. Employees are 100 percent vested in the money both they and RML contribute. Tuition Reimbursement up to $5k per calendar yearEmployee Assistance Plan (EAP) For employees who may need help managing stress, RML offers an EAP at no cost. Counselors are available 24 hours a day to both employees and their family members. Banking Alternatives (e.g. HealthCare Associates Credit Union)PTO: Employees can accrue up to 26 days off annually.Referral Rewards (upwards of $4k)
- Employee Fitness Room
- Free Parking
Reporting to the Manager of Patient/Family Relations, the Patient Ambassador is responsible for responding in a timely manner to patient complaints and developing and implementing appropriate plan of correction. The Patient Ambassador will be expected to identify potential complaints, grievances, risks and events. The Patient Ambassador will be responsible for developing programs to promote positive communication between staff, patients, and family members. The Patient Ambassador will pro-actively address patient/family concerns.Communicates potential and existing complaints to appropriate parties in a timely manner, to ensure a rapid response to complaints and grievances. PRINCIPAL DUTIES AND RESPONSIBILITIES:
Serves as a liaison for patients and families.Builds trusting relationships with patients and family members to encourage open communication and feedback regarding the care received. Communicates patient/family concerns (major or minor) to the appropriate staff and manager or director in order to resolve issues as soon as possible. Supports patients in difficult situations and assists in diffusing situations as quickly as possible. Directs the resolution of patient complaints, utilizing available resources and tools.Drafts letters to patients/families in response to complaints which are categorized as a grievance under the Centers for Medicare and Medicaid (CMS) Conditions of Participation. Ensures the letters are sent within the seven day time period required by CMS.Maintains the patient complaint log and aggregate data. Assesses and reports the need for service improvement initiatives based on patient feedback and identified trends. Completes patient complaint and resolution reports for the Administrative Counsel, Quality & Patient & Safety Committee and the Board of Directors. Participates in committees and programs to assist staff in providing compassionate patient care and service recovery as necessary.Promotes patient rights and is viewed as a patient advocate by staff, patients and patients relatives.Assists with touring potential patient families.The Patient Ambassador is and active member on the Service Champions, Patient Family Experience Committee and Ethics Committee and participates in Family meetings as needed.Assists the department with patient satisfaction survey Distribution and efforts to improve the return rate and outcomes.Actively participate in the Patient/Family Relations Department activities, including but not limited to, support groups, prayer blankets and fundraising events.Assists the Patient/Family Relations Department with Implementation and staff training of patient satisfaction programs which reflect RML's mission and values in collaboration with staff, patient and families.Supports the Mission and Vision of RML Specialty Hospital by demonstrating RML's Core Values of Service, Teamwork, Accountability, Integrity, Respect and Stewardship (STAIRS) in all actions and promotes a positive patient experience by exemplifying the Language of Caring skills and demonstrating RML's Core Values of Integrity, Service, Respect, Stewardship, Teamwork and Accountability in all interactions with patients, families and co-workers.JOB REQUIREMENTS & CHARACTERISTICS MINIMUMPREFERREDSkills & AbilitiesConflict resolution experience. Strong communication skill, both verbal and writtenAble to diffuse situations where patients or their relatives are disappointed or angry related to services received at RML Specialty Hospital.Knowledge & ExperienceThe interpersonal skills necessary to interact with patients, their relatives, medical personnel, and other members of the health care team.The technical skills to work with computers.Experience in a health care environment.Formal training in conflict resolutionBachelor's DegreeLicense/Certificationn/aWorking ConditionsWork is performed in a patient care environment. Requires frequent walking around the patient care units and the facility. Prolonged periods of sitting at the desk, phone use, computer work and reading can be anticipated.Working hours will fluctuate based on need and availability of patients' relatives for in-person meetings.The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.1/2024