Patient Experience Navigator

Job Title: Patient Navigator

Location: CMC Support

Department Name: Patient Satisfaction

Req #: 0000239576

Status: Salaried

Shift: Day

Pay Range: $50,000.00 - $65,000.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests.

The Patient Experience Navigator collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manage patient needs, and support the response to concerns.

Qualifications:

Required:

• Bachelors Degree required
• Exceptional customer service, phone etiquette and communication skills required, great listener
• Must have good judgement, sensitivity, flexibility, and empathy
• Must be able to multitask, coordinating more than one event at a time
• Excellent ability to build and sustain professional and interpersonal relationships
• Ability to effectively communicate with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approaches
• Analytical thinking and problem solving
• Complaint management
  • Ability to resolve conflict and de-escalate situations
• Proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job
• Ability to adequately and accurately maintain files
• Ability to adapt to new initiatives and changes within the department and healthcare organization Willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements
• Exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision
• Ability to work in a fast-paced environment
• Determines priorities and organizes work and time to meet them

Preferred:

• General knowledge of HCAHPS preferred

Certifications and Licenses Required:

• Certified Patient Experience Professional (CPXP) required, or required within 3 years of hiring date Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting Proficiency in Power Point, Microsoft Office, and Excel preferred

Essential Functions:

• Serves as a central resource for information concerning patients rights and responsibilities, and ethical issues
• Facilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanism
• Forms partnership with internal and external stakeholders to resolve complaints and grievances Leads efforts to collect, analyze and evaluate patient concerns
• Masters an understanding of the organization s mission, policies, procedures, and services to respond to patient questions or concerns
• Responsible for meeting all regulatory regulations and standards
• Responds to potentially serious incidents and reduces possible litigation
• Serves as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rights
• Refers patients/families to appropriate services and resources
• Provides leadership role in the inclusion of the patient/family experience
• Is an integral part of the decision-making process across the organization regarding patient experiences
• Complete daily rounds on inpatients to ensure that expected essential behaviors are demonstrated and essential duties is being done, as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performance
• Facilitates patient and family meetings
• Serves as subject matter expert in Service Recovery
• Assists with promoting language access services utilization
• Attend unit specific Patient Experience meetings to share performance data, in order to educate staff, and enhance engagement and understanding of patient s expectations, as well as how to fulfill those expectations
• Will require membership and involvement in the Patient and Family Advisory Council,
• Collaborate with Community Medical Center leadership and staff to empower families to provide input for organizational policies and practices
• Ultimately supporting the organizations mission vision and values

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

RWJBarnabas Health is an Equal Opportunity Employer