PATIENT EXPERIENCE REPRESENTATIVE
: Job Details :

To further the Johns Hopkins Medicine/Johns Hopkins Bayview Medical Center Patient and Family Centered Care strategic priority, the position of Patient Experience Representative (PER) will work closely with clinical and non-clinical staff to achieve and sustain a five-star patient experience. The PER will proactively engage patients, families, and staff to enhance the patient experience in the Emergency Department (ED) and inpatient units (for those admitted through the ED). The PER will respond to and proactively anticipate patient and family concerns, complaints, and needs; executing real-time service recovery measures for missed opportunities. As a service expert, the PER, possess strong analytical, problem solving, communication, and conflict resolution skills to assist and/or resolve complaint investigations, ensuring open communication between patients, families, staff, and the Office of Patient Experience. The PER provides direct communication and support upon (1) arrival through the ED and (2) arrival through discharge on the inpatient units as part of a coordinated, consistent and empathetic setting for the patient and their family. The PER assists with monitoring patient belongings. Assists several activities including but not limited to the following: calling for transportation, communicating with patient's loved ones, determining the need for language interpreters; making arrangements if needed, and contacting clergy. The PER will visit patients at least once every 2 hours (while in the ED) and upon admissions (when ED patients are admitted to an inpatient unit) to determine if they are comfortable or in need of service. The PER anticipates patient's needs, provides support and advocacy - facilitates communication between patients and staff; trouble shoots when challenges arise, provides on the spot, real time service recovery, and escalates matters to patient relations if issues cannot be resolved. The PER listens to patients, families and/or caregivers to provide input at committees and improvement teams concerning the patient experience.ESSENTIAL FUNCTIONSReasonable accommodations may be made to enable individuals with disabilities to perform all functions.1. Ensure all visitors to the ED are greeted upon entry and treated in a professional and courteous manner.2. Answer both spectralink and PER workstation phones; assuring all inquiries are handled promptly and courteously.3. Access hospital electronic medical record system, EPIC, as a means to answer ED patient/visitor inquiries.4. Work with security to ensure proper patient/visitor flow in and out of the ED.5. Monitor ED family lounge, ED Observation unit, and ED treatment areas via hourly rounds to proactively assess patient, family, and loved one's needs. Working with staff and monitoring EPIC to identify estimated wait times) to proactively keep patients informed relative to their wait; providing information related to test results, process to be seen, and any other matters patients inquire about.6. Coordinate with staff to ensure, where appropriate, family members have access to patients in treatment areas7. Makes daily rounds in the Medical Center and visits all newly admitted patients coming from the ED. Provides information and answers questions regarding Medical Center services, policies and procedures.8. Actively participate, create and monitor the patient's experience from admissions to discharge and completes the Patient Personal Preference Card and shares with nursing staff. The PER assures a warm welcome and fond farewell.9. Works with multiple units and teams, is available as a resource - answering questions, reviewing room features (i.e. call bell, TV controls, etc.) with patient/family to assure patient is comfortable.PATIENT EXPERIENCE REPRESENTATIVE - NEJOB DESCRIPTIONJohns Hopkins Health SystemPage 2 of 410. Interviews patients and family members; meets with administrative, supervisory, physician and level key personnel to understand complaints with the goal of working to address and subsequently resolve as appropriate. Centralizes the facility for receiving and transitions all matters requiring additional investigation to the appropriate Patient Experience Sr. Clinical Representative to devise and move forward the action plan to address; assisting to resolve patient complaints to the mutual satisfaction of patients and staff. Conducts follow-up with staff, patients and patients' family where applicable.11. Offers input into patient experience and organizational processes as well as advocates for patient and family needs by sharing the healthcare experience with care providers; bringing the patient and family's perspective(s) to appropriate committee meetings, becoming a partner in patient related projects aimed at improving hospital/ED services and reviewing /provide feedback on patient education and communication.12. Assist with monitoring patient belongings. Makes recommendations regarding Medical Center liability in replacing lost patient possessions.13. Orients and supervises volunteer personnel.14. Serves actively on Medical Center committees.QUALIFICATIONSEducation:Work requires the knowledge of theories, principles, and concepts in hospitality, healthcare administration, business administration, or closely related field typically acquired through completion of a Bachelor's degree in Hospital Administration, Business Administration, or a closely related fieldKnowledge, Skills, and Abilities:• Possess a strong sense of self-management and personal accountability, passion, and ownership for achieving consistent, sustained positive patient experience.• Work requires the analytical skills to resolve highly complex problems requiring the application of scientific or technical principles, theories and concepts and in-depth, experienced-based cross-functional knowledge.• Work requires communication skills in order to (1) effectively deal with conflicting views or issues and mediate fair solutions, or well-developed writing skills and (2) effectively and clearly communicate at many different levels within the organization.• Work requires the ability to recognize and/or anticipate needs of the patient and respond accordingly.• Work requires the ability to thrive in stressful situations with strong conflict resolutions and de-escalation skills.• Work requires the ability to be diplomatic in crisis intervention and critical interactions.• Work requires the ability to be fully present with the patient and/or their loved ones; motivated by a desire to improve the overall patient and family experience.• Work requires the ability to move seamlessly between diverse patient patients and their families and/or caregivers.• Work requires the ability to recognize and/or anticipate needs of the patient and respond accordingly.• Work requires an outgoing personality.• Work requires strong customer service skills: superior critical thinking skills and the ability to generate ideas and perspectives and, where appropriate, execute.• Project management, problem identification, teaching, and resolution skills.• Superior written /verbal communication, presentation, and interpersonal skills.• Excellent facilitation and diplomacy skills.Salary Range: Minimum 23.61 per hour - Maximum 38.99 per hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins! Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.Johns Hopkins Health System and its affiliates are drug-free workplace employers.