City/State: Nyack, New York Department: Patient Satisfaction

Work Shift

Day Work Days: TUES-SAT Scheduled Hours: 11 AM-7:30 PM Scheduled Daily Hours: 8.5 HOURS

Scheduled Weekly Hours

40 Hourly Rate/Range: $28.00 For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Job Summary

Under the direction of the Manager of Patient Experience, the Patient

Experience

Representative enhances the hospital experience of patients and their families. They may act as a navigator and advocate for the patient as well as a hospital Service Recovery expert. The Patient

Experience

Representative is instrumental in engaging patients in self care, and assists with this by interacting with patients to access the patient portal. B. Essential

Job Qualifications

Education

HS Diploma required. Bachelor’s Degree preferred

Experience

Customer Service in a hospital or medical practice setting preferred. Certifications/Training: Must attend CALM training in-house every 2 years. Other: Excellent written and communication skills. Must present professionally and demonstrate positive customer service to patients. C. Job Specific Contacts General Contacts: Patients, Interdisciplinary Care Team, patients, family members, Visitors, MD’s, Administrators, Department Managers, staff Environment and Demands Environmental Demands: Patient Care Area, Potential Exposure to infection Essential Physical and Cognitive Demands, Manual Dexterity: Concentration and organizational skills, analysis, customer sensitivity, critical thinking skills. Some lifting, pulling and standing. Manual dexterity. Part I: Hospital-Wide Standards A. Organizational Demonstrates adherence to Montefiore Nyack Hospital “We Care” standards including: WORKING TOGETHER “I will commit to work together in a courteous, respectful manner. I will demonstrate a positive spirit of service with all employees with whom I interact.” I will: Place team success above individual recognition. Be receptive to new ideas and approaches within my workplace. Offer assistance generously without hesitation. EMPOWERMENT “I will be accountable, responsible, and self-directed in all aspects of my work at all times.” I will: See projects through to ensure completion. Problem solve with patients, family members, and other employees. Follow up to ensure a resolution. COMMUNICATION “I will demonstrate positive communication in a clear, courteous and appropriate manner at all times.” I will: Use effective verbal and written communication to patients, families, visitors, and fellow employees using the principles of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You) Use positive communication in my tone of voice, body language, and choice of words. APPEARANCE “I will dress in a manner that reflects a professional and positive image of the hospital at all times” I will: Maintain a clean, neat, and professional appearance. Adhere to the Hospital's dress code policy. Promote and adhere to Nyack Hospital's guidelines regarding a safe and clean work environment for employees, patients and visitors. RESPONSIVENESS “I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers.” I will: Respond empathetically. Apologize for delays and concerns. EXCELLENCE IN SERVICE “I will strive to ‘do my best everyday’ in exceeding customer expectations.” I will: Anticipate and address my patients’ and customers’ needs. Avoid negativity and exhibit a “can-do” attitude. “Manage up” fellow employees, physicians, departments, and the organization, to increase patient confidence both internally and in the community. B. MISSION/STRATEGIC PLAN: Demonstrates support of the mission and strategic action plan through the initiation and ongoing implementation/evaluation of department activities/plans. C. JOB SPECIFIC COMPETENCIES: Demonstrates the technical/professional knowledge, skills and abilities necessary for the successful operations of the department including, where applicable, age specific competency. * Serve as liaison and advocate between patients, family members, and the medical and administrative teams. Interact with patients/families to facilitate their engagement in the care provided during and following the hospital stay. Assist patients with logging onto the portal and portal management. Assist patients in interpreting hospital policies, procedures, services and obtaining solutions to problems and concerns. Investigates or assists with the investigations of patient complaints. Prepares reports and collects data as needed. Recommends and/or deploys actions directed at service recovery for dissatisfied patients and families as needed. Research, evaluate, and provide recommendations for implementation of non-clinical best practices utilized in the healthcare industry. Assist staff in expanding awareness of patients’ perceptions of the hospital experience and analysis of patient satisfaction data acquired via the Department of Patient

Experience

and the organizations patient satisfaction database. Participate on multidisciplinary committees and assist in the development of new initiatives to improve/increase overall patient, employee, and physician satisfaction. Ensure compliance with NYS DOH and Joint Commission requirements Montefiore Nyack Hospital is an equal employment opportunity employer. Montefiore Nyack Hospital will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. If you’re a skilled healthcare professional who values teamwork and excellence in patient care, then Montefiore Nyack Hospital could be your perfect match. As part of the Montefiore Health System, we offer the quality of a premier academic medical center and the caring of a community hospital. We’re committed to the health and well-being of Rockland County’s residents and our team members, and offer flexible opportunities for per diem, part-time and full-time employment. Team members benefit from: Robust compensation package, including competitive pay, medical benefits, tuition reimbursement and more Outstanding professional staff The clinical excellence of the Montefiore Health System Opportunities for growth through training and continuing education Equal Opportunity Employment Zero tolerance policy for discrimination, harassment and abuse Fair employment practices, including equal treatment in hiring, promotion and compensation WE CARE code of conduct for all team members ust 35 miles from New York City, Rockland County offers friendly communities, natural beauty, outdoor pursuits, convenient shopping and easy access to New York City. While Rockland County has plenty to offer, both the mountains and the beach are within a few hours’ drive. Rockland is an area full of history and has a vibrant arts scene with museums, theaters, music venues, cultural events and festivals. Learn more about cultural events in Rockland County. With over 3,000 acres of parks, Rockland County is a Preserve America Community protecting open spaces and uncluttered skylines. The county offers trails, dog runs, historic landmarks, water activities, golf and horseback trails. Learn more about outdoor activities in Rockland County. One of the top dining areas in the Hudson Valley, Rockland County features award-winning chefs and a growing craft beverage scene. Shopping options range from independent boutiques in quaint downtowns to the Palisades Center mall, a four-level shopping experience. Learn more about dining and shopping in Rockland County. Safe, thriving communities with outstanding schools and healthcare make Rockland County ideal for both professionals and families. Whether you’re growing your family and looking for good schools and family-friendly neighborhoods or growing your career and looking for higher education opportunities close to home, Rockland County has what you need.