Description

*** This position is located at Broward Health Medical Center - Requires travel between Broward and Coral Springs***

Job Summary

Under the guidance of the Patient and Guest Supervisor, the Lead Patient Guest Relations Representative supports the successful daily operations of rounding in assigned areas. Serves as a champion of customer service and a key member of the hospital's problem-solving team. Interacts with patients, families, physicians, nurses, and hospital staff as an impartial facilitator to address and resolve concerns, complaints, and grievances. Additionally, ensures that regulatory signage, including the Bill of Patient Rights and non-discrimination notices, is updated and compliant.

Job Specific Duties

• Serves in lead capacity for Broward Health patient advocacy efforts. 
• Takes lead in preparation of grievances for committee review.
• Acknowledges electronic communication and telephone messages within 24 hours of receipt; provides excellent internal and external customer service. 
• Communicates information regarding hospital services; presents and/or interprets policy and procedure information to patients and families.
• Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, or compliments in accordance with guidelines outlined in the NCH policy & procedure.
• Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure. 
• Maintains objectivity and keeps lines of communication open between patients, families and hospital staff. 
• Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way in order to troubleshoot & resolve issues. 
• Makes daily rounds of assigned patient units and waiting areas; visits and greets every patient room in unit and meets with all new admissions. 
• Notates all patient/family concerns addressed in daily logs and documents all complaints within 24 hours in the complaint documentation system.
• Notifies hospital staff, Directors, and Administration of problems or complaints as needed; reports unusual events regarding patient care issues on a timely basis to Risk Management. 
• Helps drive service excellence by acting as a customer service champion and reviewing assigned unit's customer service target goals, priority questions, and sharing best practices with the staff.
• Meets regularly with the clinical area leader, participates in two service huddles and/or one department meeting a month in the unit and facilitates customer service support. 
• Attends daily huddles with PGR leader to go over current matters. 
• Reviews patient satisfaction scores/goals, key drivers performance and share best practices with units' clinical leaders and staff. 
• Leverages language access vendor and the available resources (tablet, cart, phone app, direct line).
• Tracks online reviews for trends and opportunities to improve. 
• Supports Medical Center in patient advocacy efforts as needed. 

Qualifications

Minimum Job Requirements

• American Heart Association BLS - maintain active and in good standing throughout employment
• Crisis Prevention Institute (CPI) required within 6 months of hire - maintain active and in good standing throughout employment
• 3-5 years of experience dealing with patients and families in a hospital setting
• Experience dealing effectively with people in stressful situations
• Fluency in speaking both English and Spanish languages required

Knowledge, Skills, and Abilities

• Associate's or Bachelor's degree in a related field preferred.
• Ability to communicate effectively in English and Spanish.
• Ability to work independently and demonstrates strong problem-solving skills.
• Demonstrates good time management skills with respect to scheduling, assigned duties, and meeting productivity requirements.
• Displays positive customer service, fosters employee relations, and assures staff adheres to the NCH Service Standards.
• Demonstrates reflective listening and strong customer service skills.
• Knowledge of the use of computers and ability to learn appropriate software applications.
• Knowledgeable of Patient Rights.
• Possesses an awareness of hospital systems and procedures, location of all departments, treatment areas and other patient services.
• Proficient writing skills.
  

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