Patient and Family Representative - Patient Experience
Penn State Health
Location: Hershey, Pennsylvania
Internal Number: 5829
Penn State Health Milton S. Hershey Medical Center
Location: US:PA:Hershey Work Type: Full Time FTE: 1.0 Shift: Day Hours: 8:30a - 4:30p
SUMMARY OF POSITION: This position serves as a liaison between patients/family members and staff/employees to promote improved communications, processes and patient experience and to reduce the risk of litigation to the organization.
This position is required to work with clinical and non-clinical staff to address patient feedback regarding compliments, complaints and grievances as defined by the Centers for Medicare and Medicaid Services (CMS) and as regulated by the Department of Health (DOH), and to ensure compliance with all regulatory requirements from the aforementioned bodies.
Shares information with process owners for purpose of review and correction if necessary and communicates (or coordinates the communication of clinical) review responses to patients and their families.
Bachelor's degree in Psychology, Communications, Social Services or related field required.
5 years of experience in medical, social or customer service required.
KNOWLEDGE, SKILLS, & ABILITIES:
High level of interpersonal skills.
Problem solving skills.
Attention to Detail.
Exceptional verbal and written communication skills.
Ability to analyze situation and apply de-escalation skills.
Time management skills.
Ability to multitask.
Bilingual – English/Spanish preferred.
If chosen for this position, you may required to pass a Post Offer Employment Physical Exam in accordance with the measurements listed in the Work Task Analysis (WTA) report. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.
Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, martial status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 7:30 AM and 4:30 PM, Eastern Standard Time, Monday through Friday, email firstname.lastname@example.org or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.
At Penn State Hershey, our mission is to enhance the quality of life and serve our community through improved health, the education of health professionals, and the discovery of knowledge. For us, service excellence is not only for our patients but also our employees. It means valuing each and every employee.