Patient Navigator
Company: RWJ New Brunswick
Location: New Brunswick
Posted on: May 19, 2024
Job Description:
Job Overview:The Patient Experience Navigator supports the
delivery of services that promote a positive experience for
patients and guests. Collaborates with multidisciplinary teams to
obtain feedback from patients and guests, proactively manage
patient needs, and support the response to
concerns.Qualifications:Required:
- Bachelor's Degree Certified Patient
Experience Professional CPXP required, or required within 3 years
of hiring dateMinimum of 2 years of customer service, or 2 years of
experience working in an acute care setting.
- Exceptional customer service, phone etiquette and communication
skills
- Great listening skills
- Ability to maintain confidentiality regarding sensitive
information
- Must have good judgment, sensitivity, flexibility, and
empathy
- Must be able to multitask, coordinating more than one event at
a time
- Complaint management skills
- Analytical thinking and problem solving
- Ability to resolve conflict and de-escalate
situationsPreferred:
- Proficiency in data management and other IT platforms
- Proficiency in PowerPoint, Microsoft Office, and Excel
- General knowledge of HCAHPS preferred
- 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
- Conflict negotiation/cultural broker
- Ability to adequately and accurately document information and
maintain files
- The 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
supervisionScheduling Requirements:
Evening Shift Rotating weekends and
holidays may be requiredFull-TimeEssential 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 partnerships 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
- 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 are
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 service 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
- Its mission is to collaborate with Robert Wood Johnson
University Hospital leadership and staff to empower families to
provide input for organizational policies and practices
- The council supports the organization's mission and promotes
Patient- and Family-Centered Care by putting the patient and family
at the center of all activitiesOther 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 InsuranceDental and Vision InsuranceRetirement
PlansShort & Long Term DisabilityLife & Accidental Death
InsuranceTuition ReimbursementHealth Care/Dependent Care Flexible
Spending AccountsWellness ProgramsVoluntary 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.
Keywords: RWJ New Brunswick, Newark , Patient Navigator, Other , New Brunswick, New Jersey
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