Hospitality Partner

Job Title: Patient Satisfaction Liaison

Location: Newark Beth Israel Medical Center

Department Name: Patient Satisfaction

Req #: 48567

Status: Salaried

Shift: Day

Pay Range: $ 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 Hospitality Partner serves as a representative of Newark Beth Israel Medical Center Patient Experience Department. The primary focus of the Hospitality Partner is to be the key liaison of support services throughout the organization. He/she is responsible for maintaining a clean, comfortable, and welcoming environment in patient care areas. To ensure patient satisfaction, he/she will also interview/round on patients to discuss key areas. This position has a strong focus on Customer Service and Communication skills, and requires a demonstration of professionalism and empathy in a sensitive environment. The Hospitality Partner must develop and maintain close relationships with clinical staff and Nursing Patient Care Directors throughout the organization.

Qualifications

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs or equivalent experience.
• Minimum of 1-2 years of experience in healthcare, hospitality, customer service or patient facing roles.
• Strong interpersonal, communication and problem-solving skills
• Ability to remain calm, empathetic and professional in challenging situation
• Ability to work independently and as part of a multidisciplinary team.
• Ability to stand, walk and move throughout clinical areas for extended periods
• Ability to interact with patients and families in various care settings
• Flexible scheduling, including evenings, weekends and holidays as needed

Essential Job Functions:

• Serve as a visible, approachable presence on assigned units to support patients, families and visitors
• Conduct purposeful rounding to asses comfort, needs and concerns
• Actively listen and respond empathetically to patient and family
• Assist with wayfinding, amenities and non-clinical needs
• SERVICE RECOVERY AND ISSUE RESOLUTION:
  • Identify and respond to service concerns in real time using the approved service-recovery techniques
  • Escalate concerns appropriately to clinical-team leaders and/or Patient Experience leadership
  • Document patient concerns and resolution in the rounding platform
  • Follow up with patients and families to ensure concerns are resolved.
• COLLABORATION AND COMMUNICATION
  • Partner closely with nursing, physicians, ancillary departments and support services
  • Support communication between patients, families and care teams
  • Reinforce patient-centered behaviors such a AIDET and organizational standards
  • Promote organizational safety behaviors using our High Reliability behaviors
  • Participate in huddles and patient experience initiative
• HOSPITALITY AND ENVIRONMENTAL SUPPORT
  • Promote a clean, welcoming, and calming environment
  • Assist with comfort rounds (blankets and personal items as appropriate)
  • Support patient flow, discharge readiness and transition points when applicable (assist with wheeling a discharged patient to the lobby as appropriate)
  • Insure that [unit/department/division] is in compliance with all applicable policies, laws and regulations.

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